Summary of our complaint handling and dispute resolution policy

Make a complaint about our services

We ensure that complaints are dealt with promptly and expeditiously.

What is a complaint?

A complaint expresses a reproach or dissatisfaction with our services or a product we offer and an expectation on your part that we will take steps to remedy the situation.

This is the case, for example, when you request a refund or ask us to take action to resolve the situation giving rise to your complaint.

How do I make a complaint?

You can file a complaint by contacting us using the means that are most convenient for you. You can also fill out the online form provided by the Autorité des marchés financiers ("AMF"). We can help you formulate your complaint.

To contact us :

Archer Private Management Inc. (Firm registered under the Act respecting the distribution of financial products and services)

Telephone: 1 877 577-1313
E-mail: conformite@archer.ca
Address: 3107 Av. des Hôtels, Québec, QC G1W 4W5

Archer Asset Management Inc (Registered Portfolio Manager under the Securities Act)

Telephone: 1 877 577-1313
E-mail: conformite.ptf@archer.ca
Address: 3107 Av. des Hôtels, Québec, QC G1W 4W5

Our offices are open Monday to Friday from 08:00 to 17:00.

Have a question? Contact us to find out how we handle complaints.

Steps in handling a complaint

We may deal with certain complaints through a simplified process in which we try to offer you a solution to resolve the situation. This process is explained below. If we are unable to resolve your complaint using this process, or if the nature or complexity of your complaint does not lend itself to this process, it will be dealt with according to the following steps.

1. We confirm receipt of your complaint

We will send you a written acknowledgement within 10 days of receiving your complaint.

2. We analyze the complaint

We make sure we understand your complaint and your expectations of us. If necessary, we will contact you to request additional information.

3. We provide a final written response

We will provide you with a final written response within 60 days. In this response, we will explain how we analyzed your complaint and what led to our response and, where possible, the solution we propose to resolve your complaint.

Extension of the deadline for our final response

It may happen that the processing of your complaint takes longer or is more complex than anticipated, and that we determine that additional time is required to continue the analysis. This additional time may not exceed 30 days. We will notify you in writing, specifying the reasons for the additional delay.

4. Offer evaluation and complaint resolution

Take the time to analyze our response, or to evaluate the offer we make 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 period should be long enough to allow you to obtain the advice you need to make an informed decision.

When we agree with you on how to resolve your complaint, we have 30 days to do so unless we agree with you on a different timeframe when it is in your best interest.

5. Examination of the complaint file by the Authority

We create a file for each complaint. In this file, we keep all the information or documents needed to process your complaint.

You may contact us to request that the AMF review your complaint file at any time if you are dissatisfied with the way we have handled your complaint or with the response we have provided. We are obliged to forward your complaint file to the Autorité within 15 days of your request.

Simplified handling of certain complaints

We can handle certain complaints using a simplified process. This applies to complaints for which we are able to offer a satisfactory solution within 20 days.

We consider a complaint to be resolved to your satisfaction if you accept the solution we propose to resolve your complaint or if the explanations we provide allow us to resolve the complaint.

As part of this process, these complaints may be handled by a member of our customer service team, for example, during a telephone call.

If we are unable to propose a solution or provide explanations to resolve your complaint within the framework of this process, we will inform you in writing. Your complaint will continue to be processed in accordance with the complaint handling steps detailed above.

The time we take to attempt to resolve your complaint through a streamlined process does not affect our obligation to provide you with our final written response within the required timeframe.