Summary of our Complaint Process
1. Our Commitment
We are committed to providing our clients with the highest standard of service and maintaining their trust. If you are dissatisfied with a product, service, or experience with our firm, you have the right to make a complaint and to be treated with fairness and respect throughout the process.
2. What is a Complaint?
A complaint is any verbal or written expression of dissatisfaction regarding a product, service, or representative of Walter Public Investments Inc. Simple requests for information or services, corrections of clerical or calculation errors, claims for compensation, or general comments or feedback are not considered complaints unless they meet the criteria above.
3. How to File a Complaint?
If you wish to file a complaint, please contact us in writing and clearly indicate that your message is a complaint. This ensures your request is handled under our official complaint processing policy.
You can submit your complaint via:
- Email: compliance@walterinvest.ca
- Mail: 1850-1 Westmount Square, Westmount (Quebec) H3Z 2P9
- Phone: 514-220-7146
Please include:
- Your name and contact information
- A description of your complaint
- Any relevant documents or details
4. Complaint Handling Procedure
Basic Complaint Handling Process (‘Basic Process’):
Once your complaint is received:
- We will acknowledge receipt within 10 days, unless a simplified process (as described below) is followed.
- We will investigate your complaint and aim to provide a response with a final written decision within 60 days, or 90 days in exceptional circumstances (If additional time is required, we will inform you and explain the reasons thereof); and
- Issue a settlement offer, if applicable, within 30 days of acceptance by a complainant.
Simplified Complaint Handling Process (‘Simplified Process’):
If Walter Public Investments Inc. believes that the complaint may be resolved within 20 days, the Simplified Process may be used.
Once a complaint is received:
- We will acknowledge receipt within, investigate your complaint and provide a response with a final written decision within 20 days; and
- Issue a settlement offer, if applicable, within 30 days of acceptance by a complainant.
Pursuant to the Simplified Process, we are not required to send a written acknowledgement within 10 days, however, we will send a written acknowledgement if the complaint is not resolved within the 20-day period, in which case the timelines listed under the Basic Process will be followed.
5. If You Are Not Satisfied
If you are not satisfied with our final response or if more than 60 days have passed since you submitted your complaint, you may request that your complaint file be transferred to the Autorité des marchés financiers (AMF), who offers a free dispute resolution service.
AMF’s Complaint Handling and Dispute Resolution Services
If you elect to escalate your complaint to the AMF, Walter Public Investments Inc. will forward your file to the AMF for further investigation. You may also complete and send a Complaint form to Walter Public Investments Inc. that it will then forward with all relevant documentation to the AMF.
Upon receipt of your file, the AMF may:
- Offer conciliation or mediation services.
- Examine the situation as part of its supervisory activities related to the financial markets.
- Use the information shared to remind a firm or representative of its or their obligations. The AMF may also open an investigation and institute penal proceedings.
Further guidance and information related to the AMF’s complaint handling process can be found in the following link: https://lautorite.qc.ca/en/general-public/assistance-and-complaints
Contact Information – AMF:
Autorité des marchés financiers
Place de la Cité, tour Cominar
2640,boulevard Laurier, bureau 400
Quebec (Quebec) G1V 5C1
Phone: 1 877 525-0337
Website: https://lautorite.qc.ca/en/general-public
This policy is in accordance with the Regulation respecting Complaint Processing and Dispute Resolution in the Financial Sector (CQLR c. E-6.1, r. 1.2) and applicable securities regulations