You would like to make a complaint against a financial services firm or an individual? You want to report fraud or a suspicious situation to the AMF? 

For example:

  • Your insurer is refusing to pay your claim or is offering you less than what you claimed.
  • You want to report an ad that invites people to invest their money and promises sky-high returns.
  • You feel you’re being overcharged on financial transactions.
  • You believe a financial product you’ve been sold is not suited to your needs.
  • You want to complain about the service provided by a credit assessment agent.

There are two things you can do

  1. Entrust us with your complaint: We can help you. If necessary, we will forward your documents to the firm or representative concerned and assist you throughout the complaint process. If you are reporting a situation, we will tell you what form the AMF’s intervention will take.
  2. Complain directly to the firm or representative concerned: You can take the necessary steps to complain directly to the firm or representative that is the subject of your complaint.

Tell us about the situation using the form

As security measure, your session will time out after a period of inactivity. If you don’t click on “continue” when asked if you want to continue your session, your application will be cancelled. Prepare all the documents you want to submit before you begin.

We analyze all situations reported to us. Rest assured that we will follow up on your complaint.

Complete the complaint form This link will open in a new window

 

How we can assist you

Depending on the nature of your complaint, we may:

  • Forward your documents to the firm or representative so that it can be examined and a response can be provided to you
    • If the situation remains unresolved, we may ask the firm or representative to transfer your file to the AMF.
    • We may also offer you conciliation or mediation services.
  • Examine the situation in the course of its financial market oversight activities.

The AMF may use the information you share to remind a firm or representative of their obligations. The AMF may also open an investigation and institute penal proceedings.

Insight

Confidentiality

The AMF handles all personal information it collects in accordance with the requirements of the Act respecting access to documents held by public bodies and the protection of personal information (the “Act”).

End of the insight

You have the option of making a complaint directly to the firm or representative concerned. Here’s how.

1. Prepare your complaint

  • Gather your documents: Contracts, statements and invoices, correspondence, names of people you met with, notes taken after conversations with them.
  • Do your homework: Determine the value of the property in dispute, ask for an estimate, visit websites.
  • Clarify your expectations: Think about what outcome you would like to see and that you would consider fair.
  • AMF Information Centre: We can provide information regarding your insurance, your investments, credit assessment agents, mortgage brokerage or the services provided by your credit union. We will tell you what your options are.
  • Contact the firm or representative concerned: Disputes can often be more readily resolved with a well-prepared verbal approach.

2. Complain to the firm or representative in writing

If the situation is not resolved to your satisfaction after the first time you contact the firm or representative with your complaint, you can complain to the firm or representative in writing.

You can do this by completing this complaint form (pdf - 143 KB)This link will open in a new windowUpdated on 21 April 2021COMPLAINT FORM and sending it to the firm or representative that is the subject of your complaint.

For the contact information of firms and individuals registered with the AMF, refer to the Register of firms and individuals authorized to practise. If the firm has a website, it is required to include a page describing its complaint examination policy, including an address you can send your complaints to.

The firm or representative receiving your complaint must:

  • Send you an acknowledgment of receipt.
  • Treat your complaint fairly.
  • Send you its final response in writing and any settlement offer it makes.

3. Request to have your file transferred to the AMF

If your complaint is still not resolved to your satisfaction, you can ask to have your file transferred to the AMF by completing this transfer form (pdf - 52 KB)This link will open in a new windowUpdated on 5 April 2017FORM TO REQUEST THE TRANSFER OF A FILE TO THE AUTORITÉ DES MARCHÉS FINANCIERS (AMF) and sending it to the firm or representative. A copy of your complaint file will be forwarded to us.

We will analyze your file to determine whether we can offer you mediation or conciliation services. As these are voluntary dispute resolution processes, the AMF cannot compel a party to participate in them.

Please note that the complaint examination process does not interrupt the prescription period for bringing a court action.

Insight

Confidentiality

The AMF handles all personal information it collects in accordance with the requirements of the Act respecting access to documents held by public bodies and the protection of personal information (the “Act”).

End of the insight