Complaint-Handling Policy

1. Purpose of the Policy

James Bayard Services Financiers Inc. has adopted a complaint-handling and dispute-resolution policy in accordance with the requirements of the Autorité des marchés financiers (AMF). This policy aims to ensure fair, diligent, and free-of-charge processing of any complaint received.

2. What Is a Complaint?

A complaint is the expression of at least one of the following three elements:

• a reproach against the firm or one of its representatives;
• an actual or potential harm suffered or likely to be suffered;
• a request for corrective measures.

A request for information, a request for service, or simple dissatisfaction resolved in the normal course of business does not constitute a complaint.

3. How to File a Complaint

The complaint must be made in writing and submitted to the person responsible for complaint handling:

The complaint should describe the reproach made, the alleged harm, and the corrective measure requested.

4. Processing of the Complaint

• a written acknowledgment of receipt is sent to the complainant as soon as possible after the complaint is received;
• a separate file is created for each complaint, retaining the complaint, the analysis, and the final response;
• the complainant is informed of their right to request that their file be transferred to the Autorité des marchés financiers if they are dissatisfied with the processing or outcome;
• a reasoned, written final response is sent to the complainant, generally within a maximum of 60 days following receipt of all information necessary to analyze the file.

5. Transfer of the File to the Autorité des marchés financiers

If the complainant is dissatisfied with the handling of their complaint or the outcome obtained, they may request, in writing, that their file be transferred to the Autorité des marchés financiers. The Autorité will then review the file and may, with the agreement of the parties, offer conciliation or mediation services.

A request for transfer does not constitute a recourse before the courts and does not interrupt civil prescription periods.

6. Confidentiality

Information collected as part of the processing of a complaint is treated confidentially and used solely for the purposes of analyzing the file and complying with our regulatory obligations.