PURPOSE OF THIS POLICY

In order to comply with the regulations of the Financial Services and Products Distribution sector, we have established this complaint handling policy to ensure proper follow-up of complaints received by Apoint Hypothèque. This policy aims to outline the receipt and transmission of the complaint file to the Autorité des marchés financiers (AMF).

PROCEDURE

Complaint’s responsible:

The person responsible for the application of this policy, Simon Lupien, responsible officer of the firm, acts as a respondent to the AMF. He ensures staff training, raises their awareness on this subject and is responsible for providing them with all the information necessary to comply with the company’s complaint handling policy.

Additional Responsibilities:

• Send an acknowledgment to the complainant
• Send the complaint file to the AMF
• Maintain an up-to-date complaints register
• Send an annual complaint report to the AMF

DEFINITION OF A COMPLAINT

The following are the different elements that constitute a complaint for the purposes of this policy:

• A reproach made to Apoint Hypothèque or a member of its team
• Damage suffered by a consumer
• The claim for corrective action.

The complaint must also contain the following:

• A text mentioning the subject of the complaint
• The name of the mortgage broker or lender concerned
• The reasons and consequences of this complaint
• Complainant’s contact details

To be admissible, a complaint must be made in writing, by the complainant, either by using the form below or by sending the complaint by mail to the following address:

200-188 chemin Saint-Francois-Xavier Delson, QC J5B 1X9