Summary of Our Complaint Handling and Dispute Resolution Policy

| Filing a Complaint Regarding Our Services

We ensure that complaints are handled promptly and processed as quickly as possible.

| What is a complaint?

A complaint expresses dissatisfaction or reproach regarding our services or a product we offer, along with an expectation from you that we take steps to address the issue.

For example, this may include a request for reimbursement or a desire for us to take action to correct the situation that led to the complaint.

| How to file a complaint?

You may file your complaint using the method that is most convenient for you. You may also complete the online complaint form available through the Autorité des marchés financiers (“the AMF”). We can assist you in preparing your complaint.

Contact us

Phone: 418-622-6422
Email: info@nancydubreuil.com
Address : 7900 boul. Pierre-Bertrand, Québec, Qc. G2J 0C5

Our office is open: 
Monday to Thursday from 8:30 a.m. to 4:30 p.m.
Friday from 8:30 a.m. to 12:00 p.m.

Have questions? Contact us to learn how we handle complaints.

| Complaint Handling Process

Some complaints may be handled through a simplified process where we aim to offer a solution quickly. This process is explained below. If we are unable to resolve your complaint this way, or if its nature or complexity requires a more in-depth review, the following steps will apply:

1. We acknowledge receipt of your complaint

   We will send you a written acknowledgment within 10 days of receiving your complaint.

2. We analyze the complaint

   We ensure that we fully understand your complaint and your expectations. If necessary, we will contact you to request additional information.

3. We provide a final written response

   You will receive a final written response within 60 days. This response will explain how we analyzed your complaint and what led to our decision, including any solution we propose.

   Please contact us if you have questions or comments about our response.

   Extension of the Response Time

   If your complaint proves more complex or time-consuming than expected, we may require additional time-up to a maximum of 30 days-to complete our analysis. We will inform you in writing and explain the reasons for this extension.

4. Evaluation of the Offer and Complaint Resolution

   Take the time to evaluate our response or the offer we present to resolve your complaint. If an offer is made, we will give you a reasonable period to confirm your acceptance, refusal, or to make a counter-offer. This time should allow you to seek any necessary advice to make an informed decision.

   If we reach an agreement with you, we will follow through within 30 days unless a different timeline is mutually agreed upon for your benefit.

5. Review by the Autorité des marchés financiers

   We create a file for every complaint and keep all relevant information and documents.

   At any point, if you are dissatisfied with how we handled your complaint or with our final response, you may request that the AMF review your file. We are obligated to forward your complaint file to the AMF within 15 days of your request.

| Simplified Complaint Handling

Some complaints may be addressed through a simplified process. This applies to complaints for which we can offer a satisfactory solution within 20 days.

We consider a complaint resolved to your satisfaction if you accept our proposed solution or if the explanation we provide resolves the issue.

Under this process, complaints may be handled by a member of our customer service team, for example, during a phone call.

If we cannot provide a solution or sufficient explanation through this simplified process, we will notify you in writing. Your complaint will then proceed through the formal complaint handling steps outlined above.

The time we take to attempt resolution through this simplified process does not affect our obligation to provide a final written response within the required deadlines.

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