Mélanie Pelletier, Independent Representative

Complaint Handling and Dispute Resolution Policy

Filing a complaint about our services

I will ensure that your complaint is handled promptly and resolved as quickly as possible.

What is a complaint?

A complaint is an expression of dissatisfaction with my services or a product I provide, along with an expectation that appropriate action will be taken to address the issue.

For example, this may occur when you request a refund or ask me to take steps to resolve the situation that caused your concern.

How to file a complaint

You can submit your complaint by contacting me using the method that is most convenient for you. You may also complete the form provided by the Autorité des marchés financiers (AMF). I can assist you in submitting your complaint.

How to contact us

Phone number: 418-622-6422 ext. 215

Email address: melanie@pelletiergp.com

Address: 7900 Boul. Pierre-Bertrand, Québec (QC) G2J 0C5

Our offices are open Monday to Thursday, from 8AM to 6 PM and on Friday from 8 AM to 3 PM.

Have questions? Contact me to learn more about how we handle complaints.

Steps in the complaint process

Some complaints may be handled through a simplified process designed to provide you with a solution. This process is explained below. If it is not possible to resolve your complaint through this process, or if the nature or complexity of your complaint makes the simplified process unsuitable, your complaint will be handled according to the following steps.

Acknowledging receipt of your complaint

A written acknowledgment will be sent to you within 10 days of receiving your complaint.

Analyzing your complaint

Analyzing your complaint involves fully understanding the situation and your expectations in order to resolve it. If necessary, we may contact you to request additional information.

Providing a final written response

A final written response will be sent to you within 60 days of receiving your complaint. This response will explain our analysis of your complaint and the reasoning behind the conclusion provided. Where possible, it will also include a proposed solution to resolve your complaint.

Please contact me if you have any questions or comments regarding our response.

Extended Deadline for Our Final Response

Sometimes, handling your complaint may take longer or be more complex than anticipated, and an additional period may be required to complete the review. This extension cannot exceed 30 days. If this occurs, you will be notified in writing and informed of the reasons for the additional time.