Professionals’ Financial has established efficient measures for handling complaints which comply with the quality standards defined by the applicable regulations and which explain the procedures to follow should the need arise.
For all questions related to your transaction confirmations and monthly statements, contact your Wealth Advisor. His or her contact information appears on your statements.
To file a complaint with Professionals’ Financial – Private Management Inc.
You must contact the Chief Compliance Officer of Professionals’ Financial. Complaints can be sent by mail to the following address:
2 Complexe Desjardins
East Tower, 31st Floor
P.O. Box 1116,
Montreal, QC H5B 1C2
T 514-350-5050 / 1-888-377-7337
Don’t forget to give us :
- Your name
- A description of the alleged misconduct, the prejudice suffered and the corrective action requested.
- The name of the persons with whom you discussed the matter at hand.
After filing the complaint
An acknowledgement of receipt will be sent to you within five business days following receipt of your complaint.
- The person responsible for your file will study the complaint and conduct an investigation. His/her contact information will be indicated in the acknowledgement of receipt.
- A detailed response will be sent to you by mail as soon as possible and no later than 90 calendar days following receipt of your complaint. This response will include a summary of the complaint, the findings of the investigation, and a final decision, along with an explanation.
- A list of recourses available to you, if you are not satisfied with the response, will be enclosed with the letter..
If the Compliance Department is unable to send you a detailed response within 90 days, they will contact you to give you the reasons for the delay and the expected response time.
Other recourses available to you
If you are not satisfied with the decision of the Compliance Department, other recourses are available to you.
An Investor’s Guide to Making a Complaint
The Investment Industry Regulatory Organization of Canada (IIROC) has a brochure entitled An Investor’s Guide to Making a Complaint. Its content was given to you when you opened your account. You can consult this brochure here.
An Investor’s Guide to Making a Complaint is also available upon request: don’t hesitate to contact the Compliance Department to get the brochure.
The Guide provides information on the recourses available to you:
- From the IIROC
- From the Ombudsman for Banking Services and Investments
- From the AMF’s mediation service for Quebec residents
- Through arbitration
- Through legal proceedings