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To File a Complaint

At Investia, we feel that client complaints are important and that it is our responsibility to address them properly.

Investia has set up a process for handling complaints and resolving disputes that allows clients to obtain answers and have their complaint treated in a fair manner in the event that they are dissatisfied with a decision or service, if an error was made while processing their file, if they have specific concerns or if they wish to file a complaint.

STEPS TO FOLLOW TO FILE A COMPLAINT:

STEP 1 - REPRESENTATIVE

To express your dissatisfaction with regards to a service or product, contact the representative whose name appears on your statements and notices. To express your dissatisfaction with the services provided by an agent, you may contact the branch manager of the agency listed on your statements and notices.

STEP 2 – CLIENT SERVICE

If you were unable to obtain a satisfactory response after completing Step 1, contact the Client Service Department.

Investia Financial Services Inc.
6700 Pierre-Bertrand Boulevard
Suite 300
Quebec City, Quebec
G2J 0B4
Toll free: 1-888-684-5548
Email: investia@iaas.ca

STEP 3 – CHIEF COMPLIANCE OFFICER

If you are still dissatisfied, you may file a complaint with the Chief Compliance Officer. This person will examine your complaint and readily propose equitable solutions.

All complaints to the Chief Compliance Officer must be sent in writing to:

Investia Financial Services Inc.
6700 Pierre-Bertrand Boulevard
Suite 300
Quebec City, Quebec
G2J 0B4
Toll free: 1-888-684-5548

c/o Chief Compliance Officer
Or by email at chefdelaconformite@investia.ca

STEP 4 – FILING A COMPLAINT

If you are dissatisfied with the Chief Compliance Officer’s answer, you may contact:

THE MUTUAL FUND DEALERS ASSOCIATION OF CANADA (MFDA)

The MFDA is a national self-regulatory organization to which Investia belongs.

The MFDA investigates complaints about mutual fund dealers and their representatives, and takes enforcement action where appropriate. You may make a complaint to the MFDA at any time, whether or not you have complained to your mutual fund dealer.

The MFDA can be contacted:

  • By completing the on-line complaint form at www.mfda.ca
  • By telephone in Toronto at (416) 361-6332, or toll free at 1-888-466-6332
  • By e-mail at complaints@mfda.ca
  • In writing by mail to: 121 King Street West, Suite 1000, Toronto, ON M5H 3T9
  • Or by fax at (416) 361-9073

THE AUTORITE DES MARCHES FINANCIERS (AMF)

In Quebec only, the AMF is the regulatory agency that supervises dealers and provides assistance to consumers of financial products and services. The AMF may be contacted:

OMBUDSMAN FOR BANKING SERVICES AND INVESTMENTS (OBSI)

After the dealer’s Compliance Department has responded to your complaint, you may contact OBSI.

You may also contact OBSI if the dealer’s Compliance Department has not responded within 90 days of the date you complained.

OBSI provides an independent and impartial process for the investigation and resolution of complaints about the provision of financial services to clients. OBSI can make a non-binding recommendation that your firm compensate you (up to $350,000) if it determines that you have been treated unfairly, taking into account the criteria of good financial services and business practice, relevant codes of practice or conduct, industry regulation and the law. The OBSI process is free of charge and is confidential.

The OBSI process is free of charge and is confidential.

OBSI can be contacted:

  • By telephone in Toronto at (416)287-2877 or toll free at 1-888-451-4519
  • By email at ombudsman@obsi.ca

LEGAL ASSISTANCE:

You may consider retaining a lawyer to assist with the complaint.

You should be aware that there are legal time limits for taking civil action. A lawyer can advise you of your options and recourses.

Once the applicable limitation period expires, you may lose rights to pursue some claims.

Investia
A Member of the Industrial Alliance Group of Companies