POLITIQUE DE TRAITEMENT
DES PLAINTES ET RÈGLEMENTS
DES DIFFÉRENDS
COMPLAINTS HANDLING AND DISPUTE RESOLUTION POLICY
Jean-Sébastien Charron Inc. Policy (or JSC Financial Services)
Complaints Handling and Dispute Resolution
Last updated: June 27, 2025
Summary of the Complaint Handling Policy for Firms Registered under the Act Respecting the Distribution of Financial Products and Services
Filing a Complaint Regarding Our Services
We ensure that complaints are handled promptly and addressed as quickly as possible.
What is a Complaint?
A complaint expresses dissatisfaction or reproach regarding our services or a product we offer, along with an expectation that we will take corrective action.
For example, this may occur when you request a refund or expect us to take measures to resolve the situation that led to your complaint.
How to File a Complaint
You may file a complaint by contacting us using the method most convenient for you. You may also complete the form available on the website of the Autorité des marchés financiers (“the Authority”). We can assist you in submitting your complaint.
To contact us:
Phone: 450-465-3233 or 1-888-275-8179
Email: info@jscharron.ca
Address: 244, rue Ste-Marie, La Prairie, Quebec, J5R 1G2
Our offices are open Monday to Friday from 8:30 a.m. to 4:30 p.m.
Questions? Contact us to learn more about our complaint-handling procedures.
Steps in the Complaint Handling Process
We may handle certain complaints through a simplified process where we attempt to offer you a solution to resolve the issue. This process is explained below. If we are unable to resolve your complaint through this process, or if the nature or complexity of your complaint does not allow for it, your complaint will be handled according to the following steps:
1. Acknowledgement of Receipt
We will send you written confirmation of receipt within 10 days of receiving your complaint.
2. Complaint Review
We ensure we fully understand your complaint and your expectations. If needed, we will contact you to request additional information.
3. Final Written Response
We will provide you with a final written response within 60 days. In this response, we will explain how we reviewed your complaint, what led to our decision, and where applicable, the solution we propose to resolve your complaint.
Please contact us if you have any questions or comments about our response.
Extension of Deadline to Provide a Final Response
If your complaint is more complex or takes longer to process than expected, we may determine that an additional delay is necessary. This extension may not exceed 30 days. We will notify you in writing, specifying the reasons for this extension.
4. Assessment of the Offer and Resolution of the Complaint
Take the time to review our response or assess the offer we present to resolve your complaint. In the latter case, we will give you time to confirm whether you accept our offer, reject it, or make a counter-offer. This timeframe should be long enough to allow you to seek the advice you need to make an informed decision.
If we reach an agreement with you on how to resolve the complaint, we have 30 days to implement it unless we agree on a different timeline when it is in your best interest.
5. Review of the Complaint File by the Authority
We create a file for each complaint. This file contains all relevant information and documents related to the complaint.
You may contact us at any time to request a review of your complaint file by the Authority if you are dissatisfied with how we handled your complaint or the response we provided. We are required to forward your complaint file to the Authority within 15 days of your request.
Simplified Complaint Process
We may handle certain complaints through a simplified process. This process applies to complaints for which we can offer a satisfactory solution within 20 days.
A complaint is considered resolved to your satisfaction if you accept the proposed solution or if our explanations adequately resolve the matter.
Under this process, complaints may be handled by a member of our customer service team, for example, through a telephone call.
If we are unable to provide a satisfactory solution or explanation under this process, we will inform you in writing. Your complaint will then continue to be processed following the formal steps described above.
The time we take to attempt resolution through the simplified process does not affect our obligation to provide a final written response within the required deadlines.
JSC Financial Services reserves the right to modify, add, or delete information in this policy to comply with new legal requirements and to adapt its practices to the needs of the business and its clientele.