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Summary of our Complaint Processing and Dispute Resolution Policy
Vézina assurances Inc., a Marsh & McLennan Agency LLC company (hereafter ‟MMA Vézina”)
Definition of a complaint
A complaint expresses a grievance or dissatisfaction regarding our services or a product we offer, and an expectation on your part that we take action to address it.
This is the case, for example, when you request a refund or when you want us to take steps to resolve the situation that led to your complaint.
How to file a complaint regarding our services
We ensure that complaints are handled promptly and addressed as quickly as possible.
You can file your complaint by contacting us through the means that suit you. You can also fill out the online form provided by the Autorité des marchés financiers ("AMF"). We can assist you in formulating your complaint.
To contact us
MMA Vézina
4374 Pierre-De Coubertin Avenue
Montréal (Quebec) H1V 1A6
Telephone: (514) 253-5221 ou 1 877 253-5221
Fax: (514) 253-4453
Email: mmavezinarh@marshmma.com
Our offices are open Monday to Friday from 8:30 AM to 4:30 PM (EST). If you have any questions, please contact us to learn how we process complaints.
The steps for processing a complaint
We can handle certain complaints through a simplified process in which we attempt to offer you a solution to resolve the situation. This process is explained in more detail later. If we are unable to resolve your complaint through this process or if the nature or complexity of your complaint does not lend itself to it, it will be handled according to the following steps.
1. Confirmation of receipt of your complaint
We will send you a written acknowledgment of receipt within 10 days of receiving your complaint.
2. Analysis of the complaint
We ensure that we fully understand your complaint and your expectations of us. If necessary, 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 analyzed your complaint and what led to our response and, when possible, the solution we are proposing to resolve your complaint.
Please contact us if you have any questions or comments regarding our response.
Extension of the deadline to provide our final response
It may happen that the processing of your complaint takes longer or is more complex than expected, and we determine that an additional period is necessary to continue the analysis. This additional period cannot exceed 30 days. We will notify you in writing, specifying the reasons that justify this additional period.
4. Evaluation of the offer and resolution of the complaint
Take the time to analyze our response or to evaluate the offer we are presenting to resolve your complaint. In the latter case, we will give you a deadline to confirm whether you accept our offer, reject it, or present us with a counteroffer. This deadline should be long enough for you to obtain the advice you need to make an informed decision.
When we reach an agreement with you on how to resolve your complaint, we have 30 days to follow up unless we agree on a different timeframe that is in your best interest.
5. Review of the complaint file by the AMF
We create a file for each complaint. We keep all information or documents useful for processing your complaint in it.
You can contact us to request a review of your complaint file by the AMF at any time if you are dissatisfied with how we handled your complaint or the response we provided you. We are obligated to forward your complaint file to the AMF within a maximum of 15 days following your request.
The simplified processing of certain complaints
We can process certain complaints through a simplified process. This applies to complaints for which we are able to offer a satisfactory solution within 20 days. We consider a complaint resolved to your satisfaction if you accept the solution we propose to address your complaint or if the explanations we provide help resolve the complaint.
As part of this process, these complaints may be handled by a member of our customer service team and addressed, for example, during a phone call.
If we are unable to offer you a solution or provide explanations that resolve your complaint within this process, we will inform you in writing. The handling of your complaint will continue according to the steps for processing a complaint outlined above.
The time we take to attempt to resolve your complaint through a simplified process does not affect our obligation to provide you with our final written response within the required timeframes.