Liberty International Investment Management’s Summary of the Complaint Processing and Dispute Resolution Policy for clients who reside in Quebec
A complaint is defined as the expression of one of the following three elements:
- a reproach or dissatisfaction in respect to a service provided by the Advisor;
- the identification of real or potential harm that a client has sustained or may sustain at the hand of the Advisor; or
- a request for remedial action, except for correction of a clerical error.
If you have a complaint about our services, contact us at:
Liberty International Investment Management Inc.
Attention: David Driscoll
130 Queens Quay East, Suite 709
Toronto ON M5A 0P6 CAN
Phone: (416) 304-9510
Email: contact@libertyiim.com
You may want to consider using a method other than e-mail for sensitive information.
You can request that we assist you in writing your complaint or you can use the complaint form available on the Autorité des Marchés Financiers (“AMF”) website. (https://lautorite.qc.ca/fileadmin/lautorite/formulaires/grand-public/GP-plainte_formulaire-plainte-an.pdf)
Tell us:
- what went wrong
- when it happened
- what you expect, for example, money back, an apology, account correction
Help us resolve your complaint sooner
- Make your complaint as soon as possible.
- Reply promptly if we ask you for more information.
- Keep copies of all relevant documents, such as letters, e-mails and notes of conversations with us.
We will acknowledge your complaint
We will acknowledge your complaint in writing, as soon as possible, typically within 5 business days of receiving your complaint. We may ask you to provide clarification or more information to help us resolve your complaint.
We will provide our decision
We provide our decision in writing. It will include:
- a summary of the complaint
- the results of our investigation
- our decision to make an offer to resolve the complaint or deny it, and
- an explanation of our decision
We will respond to complaint within 60 days, and if we cannot for circumstances out of our control, we will extend the response timing by another 30 days. If we require an extension, we will notify you in advance of the expiry of the initial 60 days. Once we reach an agreement with a client to resolve their complaint in Quebec, we will give effect to the offer within 30 days.
A client in Quebec has the right to have their complaint record examined by the AMF if they are not satisfied with the resolution. If a client requests us to transfer the complaint record to the AMF, we will do so within 15 days of the request. You may contact the AMF at: 1-877-525-0337 or by finding their contact information at www.lautorite.qc.ca.
A word about legal advice
You always have the right to go to a lawyer or seek other ways of resolving your dispute at any time. A lawyer can advise you of your options. There are time limits for taking legal action. Delays could limit your options and legal rights later on.