Complaints Handling Policy
This policy aims to present the complaints handling and dispute resolution process at Protecto Assurances. It specifies how we ensure the fair treatment of complaints submitted to us regarding the products and services we offer.
Before submitting a complaint, please contact us
Contact the financial security advisor or other Protecto Assurances representative who served you by telephone to share your comments or any dissatisfaction. You will find their contact information in the documentation provided to you when you subscribed or joined the product or service in question. If you cannot find their contact information, call us at 1 844 776-6500.
Definition of a complaint
A complaint under this policy means a statement by a customer that constitutes the expression of at least one of the following three elements:
- A complaint against Protecto Assurances or against one of our financial security advisors.
- Identification of potential or actual harm that the customer has suffered or could suffer;
- The claim for corrective action.
Any informal approach to correcting a particular problem does not constitute a complaint, as long as the problem is resolved in the normal course of our business without the customer having filed a complaint.
Complaints Officer
The Complaints Officer is Mr Anton Levchenko. He ensures that any complaints received from you are handled in accordance with this policy and acts as a respondent to the Financial Markets Authority.
1. Forwarding your complaint to the Complaints Officer
Your complaint must be sent in writing by post or email to the following address:
Mr. Anton Levchenko
Protecto Financial Services Inc.
3755-E Boul Matte
Brossard, Quebec, J4Y 2P4
[email protected]
2. Receipt of your complaint
Upon receipt, your complaint will be handled by our complaints officer who will record it in the complaints register and acknowledge receipt within 10 days.
In certain situations where additional information is required, we will also send you a request for additional information to which we will ask you to respond within 10 business days, failing which your complaint will be deemed abandoned.
3. Processing your complaint
Your complaint will be subject to an in-depth analysis during which the person responsible for processing complaints will gather the facts specific to your case.
At the end of this analysis, you will receive a written and reasoned response within a reasonable time frame.
4. Transferring your complaint file
If you are not satisfied with the handling of your complaint or the final decision made following its handling, you can ask us to transfer your complaint file to the Financial Markets Authority.
We will then forward your complaint file, including the above-mentioned documents, subject to the applicable personal information protection rules.
