Complaint Processing and Dispute Resolution Policy of Kaleido Financial Services
Introduction
The purpose of this document is to inform you about the definition of a complaint, the steps to take before filing a formal complaint, and the steps involved in our fair complaint processing and dispute resolution procedure.
For information on complaint processing, you can consult this web page, contact us by e mail at info@kaleido.ca, or call our customer service department at 1 833 862-7433.
Definition of a complaint
For the purposes of this complaint policy summary, a complaint is defined as:
[...] any reproach or dissatisfaction in respect of a service or product offered by a financial institution or a financial intermediary where the reproach or dissatisfaction is communicated by a person who is a member of the clientele of the financial institution or financial intermediary and a final response is expected.
[…]
A final response is expected when the complainant’s communication explicitly or implicitly implies that action must be taken to address the complaint.1
Process
If you are dissatisfied with your insurance product, we invite you to contact your insurer directly. If your dissatisfaction concerns the services of a Kaleido Financial Services Inc. representative, you may contact our customer service department to present your concerns so that we may analyze them in a timely and satisfactory manner.
If you feel that your concern has not been addressed to your satisfaction by customer service, please let us know by filling out the complaint form, or by writing to us by mail or e-mail:
Complaints manager
Kaleido Financial Services Inc.Centre d’affaires Henri-IV
1035 Wilfrid-Pelletier Avenue, Suite 500
Quebec City (QC) G1W 0C5
Toll-free: 1-833-862-7433
E-mail: info@kaleido.ca
If you need assistance in formulating your complaint, you can contact our customer service department at 1-833-862-7433.
You may also file your complaint directly with the Autorité des marchés financiers (hereinafter the “AMF”) by completing the following form: Complaint form
Please note, however, that the AMF will transfer the complaint to Kaleido Financial Services Inc. for processing according to its internal process.
Below are the steps in the complaint processing procedure:
3.1 Receipt of complaint
Please note that as soon as Kaleido Financial Services Inc. receives a complaint, it is promptly recorded in a complaints register. A file with an identification code is created, which will contain all future documents relating to the analysis of the complaint. Within five (5) business days of receipt of the complaint, Kaleido Financial Services Inc. will send you an acknowledgement of receipt with information relevant to your complaint and the deadline by which Kaleido Financial Services Inc. will send you its final response.
3.2 Complaint analysis
The complaints manager will analyze your request. If there is any ambiguity about the request, the complaints manager may contact you for further information.
3.3 Final decision on request
A final response to your complaint will be sent to you within 60 days of receipt of the complaint. Exceptionally, Kaleido Financial Services Inc. may take an additional 30 days to respond to you when warranted by exceptional circumstances or circumstances beyond Kaleido Financial Services Inc.’s control. You will be informed of the new date when you receive our final response.
3.4 Offer to settle to customer satisfaction.
If Kaleido Financial Services Inc. makes you a settlement offer, you will be given a reasonable period of time in which to accept it. If you accept, you will have to sign a transaction receipt.
3.5 Transfer of file to the Autorité des marchés financiers
If you are not satisfied with the final response, you can consider the following remedies.
If you have contacted us as described above and feel that an acceptable settlement cannot be reached, you may request that your file be transferred to the AMF.
Subscribers residing in Quebec may contact the AMF directly to review their case and if the situation warrants, the AMF may offer mediation services.
Fax: 1‑877‑235‑4378
Toll-free: 1‑877‑525‑0337
Quebec City: 1‑418‑525‑0337
Montréal: 1‑514‑395‑0337
Website: www.lautorite.qc.ca
You may want to consider hiring a lawyer to help you file your complaint. A lawyer can explain the options and remedies available to you as a subscriber. You must, however, take into account the time limits within which you must initiate civil proceedings. Once the applicable limitation period has elapsed, you may lose the right to exercise certain remedies. Contacting the above-mentioned parties in an attempt to resolve the dissatisfaction or complaint does not suspend the legal prescription provided for in the Civil Code of Quebec.
Complete this form and our teams will assess your request according to the process in place for handling complaints.
1. Regulation respecting complaint processing and dispute resolution in the financial sector, CQLR, A.M. 2024-01, art. 3.