At Heward Investment Management Inc., we are committed to treating client concerns with fairness, diligence, and care. We have implemented a formal Complaint Handling Policy that meets the standards required by Québec's Regulation respecting complaint processing and dispute resolution and National Instrument 31-103.
Clients may submit a complaint in writing to:
All complaints received verbally will be properly documented by the receiving employee and forwarded to the Chief Compliance Officer. Please let us know if you have any questions about how we process complaints.
A complaint is any written expression of dissatisfaction regarding:
You will receive written confirmation of your complaint within 10 days, unless it is resolved more quickly through our simplified process.
For straightforward matters that can be resolved quickly to your satisfaction, we may handle the matter informally and provide a prompt resolution.
For other complaints, we will complete a thorough review and provide a final written response within 60 days (or within 90 days under exceptional circumstances).
Throughout the process, we will ensure clear communication and fair treatment. If we offer a settlement, you’ll have at least 30 days to consider it.
Our Chief Compliance Officer acts as our designated complaints officer and will be in communication with you throughout the process. Please direct all communications, questions or concerns to this person specified in the "How to File a Complaint" section.
If we cannot reach agreement or if at any point during the process you are not satisfied with how your complaint is being handled, you may ask us to transfer the file to the AMF to be examined. Heward will ensure the complaint file is transferred within 15 days of the receipt of request.
You may request your file be transferred to the Autorité des marchés financiers (AMF).
The AMF may act as conciliator or mediator regarding the complaint or designate a person to act as such.
You may contact the Ombudsman for Banking Services and Investments (OBSI).
Available if you are not satisfied with our decision or you have not received a decision within 90 days after making a complaint and the value of the complaint is $350k or less.
These services are available at no cost and can provide independent mediation or conciliation.
For a copy of our full Complaint Handling Policy or if you need help submitting a complaint, please contact us directly. We are here to help and take your concerns seriously.
