Complaints processing and dispute resolution policy

Complaint Handling Policy Summary

The following text is a summary of the firm’s policy. The complete version is available upon request.

Filing a Complaint About Our Services

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

What Is a Complaint?

A complaint is an expression of dissatisfaction or a concern regarding our services or a product we offer, together with an expectation that we take action to address the issue. For example, this may include requesting a refund or asking us to take steps to resolve the situation that gave rise to your complaint.

How to File a Complaint

You may submit your complaint using the communication method that is most convenient for you. You may also complete the online complaint form provided by the Autorité des marchés financiers (“the Authority”). We can assist you in formulating your complaint.

Contact Information

Telephone: 450-372-5801, extension 21130
Email: mariepier.leclerc@courtika.com
Address: 800 Principale Street, Suite 206, Granby, QC J2G 2Y8
Our telephone lines are open Monday through Friday from 8:30 a.m. to 5:00 p.m.
Questions? Contact us to learn more about how we handle complaints.

Person Responsible

The person responsible for implementing this policy is Marie-Pier Leclerc, Director of Compliance and Training.

Complaint Handling Process

Some complaints may be handled through a simplified process in which we attempt to provide a solution to resolve the issue. This process is explained later. If we are unable to resolve your complaint through this process, or if the nature or complexity of your complaint is not suitable for it, the complaint will be handled according to the following steps.

1. We Acknowledge Receipt of Your Complaint

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

2. We Review 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

We will provide a final written response within 60 days. In this response, we explain how we analyzed your complaint, what led to our decision, and, where possible, the solution we propose to resolve your complaint. Please contact us if you have any questions or comments regarding our response.

Extension of the Response Deadline

It may happen that handling your complaint takes longer or is more complex than anticipated, and that additional time is required to continue the analysis. Any extension may not exceed 30 days.
If this occurs, we will notify you in writing and explain the reasons for the additional delay.

4. Evaluation of the Offer and Resolution of the Complaint

Take the time to review our response or evaluate any settlement offer we present to resolve your complaint. If we make an offer, we will provide you with a period of time to: Accept the offer, decline the offer or submit a counteroffer. This period should be sufficiently long to allow you to obtain any advice you may need to make an informed decision. If we agree on a resolution, we have 30 days to implement it, unless we mutually agree to a different timeframe when doing so is in your best interest.

5. Review of the Complaint File by the Authority

We create a file for every complaint and retain all information and documents relevant to its handling. You may contact us at any time to request that your complaint file be reviewed by the Authority if you are dissatisfied with how we handled your complaint or with the response we provided. We are required to transfer your complaint file to the Authority within 15 days of receiving your request.

Address for File Transfer Requests

AUTORITÉ DES MARCHÉS FINANCIERS
Place de la Cité, Cominar Tower
2640 Laurier Boulevard, Suite 400
Québec, QC G1V 5C1

Authority Complaint File Transfer Form
https://lautorite.qc.ca/fileadmin/lautorite/formulaires/grand-public/GP-plainte_formulairetransfert-dossier-fr.pdf

Simplified Handling of Certain Complaints

Some complaints may be handled through a simplified process. This process applies to complaints for which we are able to offer a satisfactory solution within 20 days.
We consider a complaint resolved to the complainant’s satisfaction when: The complainant accepts the solution we propose; or the explanations we provide are sufficient to resolve the complaint.

Under this process, complaints may be handled by a member of our customer service team, for example during a telephone call. If we are unable to offer a solution or provide explanations that resolve the complaint through this simplified process, the complainant will be informed in writing. The complaint will then continue to be handled according to the standard complaint handling process described above. The time spent attempting to resolve a complaint through the simplified process does not affect our obligation to provide a final written response within the required timelines.

Effective Date (Updated) of the Policy Summary: July 1, 2025.