According to current legislation, “every firm must handle any complaints made against it fairly.”
Our complaints handling and dispute resolution policy is to establish a fair and no‑cost procedure for our clients to ensure that complaints received by GENDRON ASSURANCE, hereinafter referred to as “the firm,” are properly addressed.
Our firm is committed to addressing all expressions of dissatisfaction from its clients with the goal of ensuring their satisfaction while complying with the legal framework applicable to the firm.
The designated GENDRON ASSURANCE officer ensures that the firm's brokers and other employees are made aware of the complaints handling and dispute resolution policy statement and have a copy readily available.
For the purposes of this policy, a complaint is the expression of at least one of the following three elements:
Thus, the initial manifestation of dissatisfaction by a consumer, whether written or not, does not constitute a complaint when the matter is resolved in the normal course of business. However, if the consumer remains dissatisfied and the issue must be handled by the person designated in the policy to process complaints, it then constitutes a complaint.
However, firms must not unduly delay escalating a complaint to a higher level solely to avoid the obligation to record the complaint in the complaints report.
For firms that do not have a multi‑level complaints handling structure, a complaint is deemed received when the consumer's dissatisfaction persists after a reasonable attempt by the firm to resolve the dispute.
A) Exclusion
To be admissible, a complaint must be IN WRITING by the complainant. A legal proceeding initiated by the complainant also qualifies as written.
B) Content
For the purposes of this policy, a complaint is the expression of at least ONE of the following three elements:
C) Dissatisfaction or Concern
Any informal step taken to correct a particular issue, provided it is handled in the normal course of the registrant's activities and without the consumer lodging a complaint, does not constitute a complaint. In the absence of the elements mentioned above, our firm will still ensure that all dissatisfaction or concerns brought to its attention are resolved.
D) Claim
If the complaint meets the definition of a “claim” under the firm's professional liability insurance policy, the following procedure will apply:
:**André Gendron‑Larsen** acts as the firm's representative before the Autorité des marchés financiers and oversees staff training. The officer must provide personnel with all information necessary for compliance with this policy and ensure its implementation.
A complainant who is not satisfied with the responses or information received at the previous stage and wishes to file a complaint must do so in writing at the following address or by email:
It is recommended to use the AMF's MODEL complaint form so that the complaint can be completed correctly.
Please leave your information and we will contact you as soon as possible during business hours.
