Complaint Policy

We have in place a free, simple and transparent procedure for dealing with client complaints. The processing of complaints is conducted in an objective manner and takes into account the interests of the complainants. We respond to all complaints, document them and process them quickly.

  1. Definition of a Complaint

For the purpose of this Policy, a “Complaint” is the expression of a reproach or dissatisfaction by a member of our clientele in respect of the services or products we offer, accompanied with an expectation that we take action to address the complaint. Such actions can be specific to the resolution of the situation giving rise to your complaint or take the form of a reimbursement.

  1. How to file a complaint:

You can file a complaint with us by whichever means is convenient for you, please note that we can help you file your complaint if you are unsure how to proceed.

You may also use the form provided by the Autorité des marchés financiers (AMF): AMF complaint form.

Clients who wish to lodge a complaint or who have questions about filing a complaint or the associated process may contact Kerr Financial Advisors’ Designated Complaint Officer, Robert J. Kerr, who is also the Chief Compliance Officer (CCO), via e­mail, regular mail or by telephone at the following addresses / numbers:

Kerr Financial Advisors Inc.
ATTN: Robert J. Kerr, CCO
1 Place Ville-Marie, Suite 1680
Montreal, QC H3B 2B6
Tel: (514) 871­8213
Fax: (514) 393­9516
rkerr@kerrfinancial.ca

Our offices are open from 8h30 to 17h30, Monday to Friday.

  1. Processing of a Client Complaint:
  1. Acknowledgement of Complaint Receipt

Upon receipt of a Client Complaint, a written Acknowledgement of Complaint Receipt is sent to the client as soon as possible, and no later than 10 calendar days after the date of receipt of the Complaint.

  1. Analysis of the Complaint

Kerr Financial Advisors’ Designated Complaint Officer will conduct a review of your complaint and investigate as necessary. We might request additional information or clarifications to help us understand your complaint and what you expect from us.

  1. Serving of a written Final Response

The complainant will receive a written response within 60 days of the reception of the original complaint. The Final Response will contain the following:

  • A summary of your complaint;
  • An explanation of the analysis we made of your Complaint as well as our conclusion and the reasoning behind our conclusion;
  • The proposed solution to your Complaint.

After delivering the Final Response, we remain available to consider new elements to our analysis, to receive your comments and to respond to any questions you may have.

If the analysis of your Complaint takes longer to process than anticipated due to its complexity and/or missing information, and a response cannot be provided within 60 days, we may extend the delay for processing your Complaint by an additional 30 days. In such a case, the complainant will be notified before the end of the initial 60 days delay and will be provided with an explanation of the circumstances warranting the extension.

  1. Providing your response:

Once you are provided with our Final Response, you can take your time to review it and assess our offer to resolve your complaint. Before responding yourself, you will be provided with enough time to seek the advice you need to make an informed decision.

At that stage, you can decide whether to accept or refuse the offer, or you can also present a counteroffer.

Once an agreement is reached with you to resolve your complaint, we have to deliver on this agreement within 30 days unless we agree upon a different time period with you where it is in your interest to do so.

  1. Documentation of client complaints:

A file is opened for each Client Complaint received (the “Complaint File”) and includes all the information or documents required for the processing of your complaint. It incorporates notably:

  • The original Complaint and all documents provided by the client in connection with the Complaint;
  • All exchanges with the client;
  • The final written response to the complainant with justifying reasons.
  1. Transferring your Complaint File to the OBSI or AMF:

At any time, if you are not satisfied with the response we provided or how your complaint was processed, you can contact us to request to have your Complaint File transmitted to the OBSI (Ombudsman for Banking Services and Investments) or for Quebec residents, the AMF (Autorité des marchés financiers). We are required to send your complaint record to the AMF no later than 15 days following receipt of your request.

Your Complaint File will be examined by either the OBSI or the AMF who will subsequently, if deemed appropriate, offer mediation or conciliation services. These services are free for the Complainant and the complaint process does not interrupt the prescription period for bringing a court action.

You can bring your complaint to the OBSI through the OBSI website by completing their Make a Complaint form. Alternatively, you can contact them directly via phone at 1-888-451-4519 or email at ombudsman@obsi.ca for assistance

You can request that we transfer your Complaint File to the AMF using this form: Form to request the transfer of a file to the Autorité des Marchés Financiers (AMF).

You can also make the request in any other manner, and we will provide you with the required assistance.