Your opinion is important to us

Your opinion is important to us

At National Bank Insurance, the client experience is a top priority. No matter what you have to say, we’re here to listen and provide assistance.

If the service you received didn’t live up to your expectations, we want to know. The instructions below will guide you through the process of making a complaint.

National Bank Insurance Auto | Home

Customer Satisfaction: Complaint-Handling Protocol 

 

We, National Bank Insurance Auto | Home and our partner Belair Insurance Company Inc. are committed to providing consumers with exceptional service. It is important to us that you let us know how we are doing. If you are not satisfied with an action, product or service you have received, you have a right to express your dissatisfaction through the complaint-handling protocol. We want to ensure that your concerns are handled fairly and efficiently. 

 

Complaint regarding a claim

Any other complaint

 

You may contact us at any time to obtain information on how we process complaints, on how to file a complaint or on the status of a complaint. You may contact us by phone, email, mail or fax or by completing the form from the Autorité des marchés financiers and sending it to us. The form can be found here: Complaint Form. 

If you have a general question about your policy, payment or a claim, or require a correction, please contact the Customer service team or your claim adjuster. Kindly note that we do not respond to complaints that are involved in a formal dispute resolution process. 

 

Complaint regarding a claim

 

Step 1 – Resolve the Problem at the Source

 

Speak with your claim adjuster

When you have a concern, we recommend that you start at the source. Speak to the claim adjuster involved. If you are not satisfied, ask to speak to a manager or a supervisor. It is usually quicker and easier to check the facts and find a solution at the point where the problem occurred.

 

Gather the facts

To speed up the process, we recommend that you have all relevant information handy prior to contacting us.

 

The information needed includes:

  • details of your complaint,
  • your policy and/or claim numbers,
  • supporting documents,
  • important dates, and
  • the names of any employees with whom you have interacted.

 

If you remain dissatisfied or your concern is not resolved within 20 days at Step 1, the matter will be
escalated to our Customer Experience team.

 

Step 2 – Contact the Customer Experience Team

 

What you can expect

  • A Customer Experience Agent will obtain relevant information and transfer your request to the person within the company who is in charge of handling claims complaints.
  • The Claims Customer Relations Representative will conduct a thorough review of your file and the dissatisfaction you have raised and then provide you with a clear response explaining our position on the matter within 60 days of the initial receipt of your complaint. However, depending on exceptional circumstances, an additional 30 days may be necessary to complete a thorough review of your file. You will be updated on the progress of your complaint if more time is required.
  • Once the Claims Customer Relations Representative has reviewed your complaint and provided you with a final response, your file will be considered closed. Your file will not be reopened unless you can present new and relevant documentation or facts for further consideration.
  • Any further action that can be taken with respect to your concern will be discussed with you and/or forwarded to you in writing.

 

You may reach the Customer Experience team in the following ways:

  • By mail: National Bank Insurance Auto | Home and Belair Insurance Company Inc.
    Customer Experience Team
    2450 Girouard Street West
    Saint-Hyacinthe, Quebec J2S 3B3
  • By email: customer.experience@nbc-insurance.ca
  • By phone: 1-866-405-6763
  • By sending us a copy of the Autorité des marchés financiers complaint form, found here: Complaint Form

 

Step 3 – Contact an External Agency

 

If your complaint is about a claim and has not been resolved by the Customer Experience team, you can contact the General Insurance OmbudService.

The General Insurance OmbudService is an independent dispute resolution service available to any home, auto or business insurance policyholder in Canada. You can access their services by phone, mail, email or fax or through their website. There is no charge for their service.

The Customer Experience Team will communicate with the General Insurance OmbudService and all applicable provincial and federal regulators in order to resolve the complaint as effectively as possible. Please note that the General Insurance OmbudService does not provide monetary compensation, and its mediation and arbitration services are non-binding.

 

You may reach the General Insurance OmbudService at:

General Insurance OmbudService

4711 Yonge Street, 10th Floor

Toronto, Ontario M2N 6K8

1-877-225-0446

www.giocanada.org

 

You may also ask that a copy of the complaint file be forwarded to the Autorité des marchés financiers.

The Autorité des marchés financiers examines all complaints received and may recommend mediation if deemed advisable and the parties agree. Please note that the Autorité des marchés financiers does not provide monetary compensation with respect to consumer claims (other than cases covered under its specific programs).

 

Contact the Autorité des marchés financiers: https://lautorite.qc.ca/en/general-public

 

Concerns about the complaint-handling protocol

If you have a concern about our complaint-handling protocol and processes, you may contact the Financial Consumer Agency of Canada.

Please note that the Financial Consumer Agency of Canada does not provide redress or compensation and does not become involved in individual disputes.

 

You may reach the Financial Consumer Agency of Canada at:

Financial Consumer Agency of Canada

Enterprise Building, 6th Floor

427 Laurier Avenue West

Ottawa, Ontario K1R 1B9

www.canada.ca/en/financial-consumer-agency

 

Any other complaint  

 

Step 1 – Resolve the Problem at the Source

 

Speak with a service representative

When you have a concern, we recommend that you start at the source. Speak to the representative of the department involved, for example, a certified agent. If you are not satisfied, ask to speak to a manager or a supervisor. It is usually quicker and easier to check the facts and find a solution at the point where the problem occurred.

 

Gather the facts

To speed up the process, we recommend that you have all relevant information handy prior to contacting us.

 

The information needed includes:

  • details of your complaint,
  • your policy number,
  • supporting documents,
  • important dates, and
  • the names of any employees with whom you have interacted.

 

If you remain dissatisfied or your concern is not resolved after completing Step 1, you can escalate the matter to our Customer Experience team. 

 

Step 2 – Contact the Customer Experience Team

 

What you can expect

  • A Customer Experience Agent will speak with you to obtain relevant information and assign your file to a Customer Relations Representative for review.
  • The Customer Relations Representative will contact you about your concerns.
  • The Customer Relations Representative will give you an estimated time frame required to review your file.
  • Within 20 days of receipt of your initial concerns, the Customer Relations Representative will conduct a thorough review of your file and the concerns you have raised and then provide you with a clear response explaining our position on the matter. Any further action that can be taken with respect to your concern will be discussed with you and/or forwarded to you in writing.

 

You may reach the Customer Experience team in the following ways: 

  • By mail: National Bank Insurance Auto | Home and Belair Insurance Company Inc.
    Customer Experience Team
    2450 Girouard Street West
    Saint-Hyacinthe, Quebec J2S 3B3
  • By email: customer.experience@nbc-insurance.ca
  • By phone: 1-866-405-6763
  • By sending us a copy of the Autorité des marchés financiers complaint form, found here: Complaint Form

 

If you remain dissatisfied or your complaint is not resolved within 20 days of your initial receipt, you may escalate your concerns to the Customer Complaints Resolution Office for an independent review.

 

Step 3 – Contact the Customer Complaints Resolution Office

 

Please note that the Customer Complaints Resolution Office will not review a complaint that has not gone through Steps 1 and 2 above first.

Any complaint escalated to the Customer Complaints Resolution Office should be made in writing.

 

When escalating your complaint, please include:

  • a summary of your complaint,
  • a list of all unresolved concerns,
  • the reason your concerns have not been resolved at Steps 1 and 2 above,
  • any documentation and information that you would like to have reviewed, and
  • your desired outcome.

The role of the Customer Complaints Resolution Office is to conduct an independent and impartial investigation of your complaint. The objective of this investigation is to examine whether your file was handled fairly and appropriately.

 

What you can expect

  • The Customer Complaints Resolution Office will work with you to resolve your complaint in a fair and impartial manner.
  • For complaints that are not easily resolved or require a full investigation, the Customer Complaints Resolution Office will provide you with a formal written response. A written response is usually completed within 40 days. However, depending on exceptional circumstances, an additional 30 days may be necessary to complete a thorough review of your file. You will be updated on the progress of your complaint if more time is required.

When the Customer Complaints Resolution Office has reviewed your complaint and provided you with a final response, your file will be considered closed. Your file will not be reopened unless you can present new and relevant documentation or facts for further consideration.

 

You may reach the Customer Complaints Resolution Office at:

Belair Insurance Company Inc.

Customer Complaints Resolution Office

700 University Avenue, Suite 1500A

Toronto, Ontario M5G 0A1

customercomplaintsresolution@intact.net
1-866-302-5094

 

Step 4 – Contact an External Agency

 

If you remain dissatisfied following the Customer Complaints Resolution Office’s investigation, you can contact the General Insurance OmbudService. 

The General Insurance OmbudService is an independent dispute resolution service available to any home, auto or business insurance policy holder in Canada. You can access their services by phone, mail, email or fax or through their website. There is no charge for their service.

The Customer Complaints Resolution Office will communicate with the General Insurance OmbudService and all applicable provincial and federal regulators in order to resolve the complaint as effectively as possible. 

Please note that the General Insurance OmbudService does not provide monetary compensation, and its mediation and arbitration services are non-binding.

 

You may reach the General Insurance OmbudService at:

General Insurance OmbudService

4711 Yonge Street, 10th Floor

Toronto, Ontario M2N 6K8

1-877-225-0446

www.giocanada.org

 

You may also ask that a copy of the complaint file be forwarded to the Autorité des marchés financiers.

The Autorité des marchés financiers examines all complaints received and may recommend mediation if deemed advisable and the parties agree. Please note that the Autorité des marchés financiers does not provide monetary compensation with respect to consumer claims (other than cases covered under its specific programs).

 

Contact the Autorité des marchés financiers: https://lautorite.qc.ca/en/general-public

 

Concerns about our complaint-handling protocol

If you have a concern about our complaint-handling protocol and processes, you may contact the Financial Consumer Agency of Canada.

Please note that the Financial Consumer Agency of Canada does not provide redress or compensation and does not become involved in individual disputes.

 

You may reach the Financial Consumer Agency of Canada at:

Financial Consumer Agency of Canada

Enterprise Building, 6th Floor

427 Laurier Avenue West

Ottawa, Ontario K1R 1B9

www.canada.ca/en/financial-consumer-agency

National Bank Life Insurance

Step 1 – Contact our customer service team

 

Our team is here to answer your questions, address your concerns and take note of your feedback about our products and services. Don’t hesitate to reach out to us at any time:

 

  • By mail:

National Bank Life Insurance Company

800 Saint-Jacques, office 16701

Montreal, Quebec  H3C 1A3

 

  • By phone:

1-877-871-7500

514-871-7500 (Montreal area)

Business hours

Monday to Thursday: 8:30 a.m. to 8:00 p.m.

Friday: 8:30 a.m. to 5:00 p.m.

 

 

Step 2 – Write to our complaint department

 

Some situations require additional attention. If you’re not satisfied with the response provided by our customer service team, you can write to our complaint department. Once we receive your complaint, here’s what you can expect: 

  • The person in charge of handling your complaint will document it and create a file
  • They will send you an acknowledgement of receipt within 10 days 
  • After reviewing your complaint, they will send you a final written response as soon as possible, and no later than 60 days after receiving the complaint1

1N.B.: Notwithstanding the response time specified above, when justified by exceptional circumstances or situations beyond our control, the final written response may be provided within up to 90 days of receipt of the complaint.

 

In more complex cases, we may need additional documents to analyze your complaint. The person handling your complaint will contact you if this is the case.

 

You can send us your complaint:

 

  • By mail:

Complaint Handling Department 

National Bank Life Insurance Company 

800 Saint-Jacques, suite 16701

Montreal, Quebec  H3C 1A3

 

You can view our Complaint Policy below for more information. 

 

Step 3 – Request external assistance
 

If you’re still not satisfied with the outcome of your complaint, you can contact one or more of the following organizations: 


 

1) If the complaint is related to the service received with a banking product: 


National Bank Client Complaint Appeal Office:

Phone: 1-888-300-9004 or 514-394-8655

Email: complaintappeal@nbc.ca

Website: nbc.ca 

 

Ombudsman for Banking Services and Investments (OBSI): 

20 Queen Street West

Suite 2400, P.O. Box 8

Toronto, Ontario  M5H 3R3 

Phone: 1-800-451-4519 

Fax: 1-888-422-2865 

Email: ombudsman@obsi.ca 

Website: https://consumerportal.obsi.ca/public/inquiries/inquiry

 

Financial Consumer Agency of Canada:

427 Laurier Avenue West, 6th Floor

Ottawa, Ontario  K1R 1B9

Phone: 

  • French: 1-866-461-ACFC (2232) 
  • English: 1-866-461-FCAC (3222) 
  • Outside Canada: 613-960-4666 

Website: https://www.canada.ca/en/financial-consumer-agency/corporate/contact-us.html

 

2) If the complaint is related to a refusal of insurance coverage: 
 

Autorité des marchés financiers (for Quebec residents only): 

Place de la Cité, Cominar Tower 

2640 Laurier Boulevard, Suite 400 

Quebec City, Quebec  G1V 4C1

Phone:

  • Montreal: 514-395-0337 
  • Quebec City: 418-525-0337 
  • Toll-free: 1-877-525-0337 

Fax: 1-877-285-4378

Email: plaintes@lautorite.qc.ca 

Website: http://lautorite.qc.ca/en/general-public/assistance-and-complaints/making-a-complaint
 

OmbudService for Life and Health Insurance (for all residents of Canada): 

2 Bloor St. West 

Suite 700 

Toronto, Ontario  M4W 3E2 

Phone:

  • Montreal: 514-282-2088
  • Toronto: 416-777-9002 
  • Toll-free: 1-888-295-8112 

Website: olhi.ca


You can also contact:
 

National Bank's Client Complaint Appeal Office

Phone:

  • Montreal: 514-394-8655 
  • Toll-free: 1-888-300-9004 

Email: complaintappeal@nbc.ca 

Website: nbc.ca

COMPLAINT HANDLING AND DISPUTE RESOLUTION POLICY FOR NATIONAL BANK LIFE INSURANCE COMPANY

 

1. PURPOSE OF THE POLICY 

The purpose of this policy is to establish an equitable procedure for all complaints received by the insurer National Bank Life Insurance Company (hereinafter "NBLIC"). 

The policy is intended to provide oversight for receiving complaints, delivering acknowledgments of receipt and notices to the complainant, creating complaint files and transferring those files to the regulatory authorities concerned. 

 

2. COMPLAINT HANDLING OFFICER 

The Complaint Handling Officer (hereinafter the "Officer") is responsible for applying the policy. They liaise with the relevant regulatory authorities and make sure the organization's employees receive training under their functional supervision. 

The Officer must provide employees with the information they need to comply with this policy. 

 

3. DEFINITION OF A COMPLAINT 

For the purposes of this policy, a communication is considered a complaint about NBLIC if it meets the following criteria:  

  • It expresses a complaint or dissatisfaction with the services or products offered by NBLIC 
  • It is communicated by an NBLIC client 
  • It expresses an expectation, explicit or not, that MBLIC will take steps to remedy the situation 

The following requests and communications are not considered complaints: 

  • Comments or feedback 
  • Requests for information or documents related to a product or service 
  • Requests for compensation or insurance claims 
  • Requests to access or correct personal information concerning the client (such requests must be processed in accordance with the Act respecting the protection of personal information in the private sector) 
  • Requests to correct administrative errors  

 

4. PROCEDURE FOR SUBMITTING A COMPLAINT 

Here are the steps to follow when submitting a complaint: 

 

1. Communicate the complaint or dissatisfaction directly to NBLIC in one of the following ways:

 

  • By mail

Complaint handling sector,

National Bank Life Insurance Company,

800 Saint-Jacques, Suite 16701,

Montreal, Quebec  H3C 1A3

 

  • By calling the National Bank Customer Experience Centre

Toll-free: 1-877-871-7500

Montreal: 514-871-7500

 

Provide any supporting documents that may be needed to analyze the complaint or dissatisfaction.  

Clients can contact the National Bank Customer Experience Centre at the numbers indicated above for assistance in expressing their complaint or dissatisfaction. 

 

2. Report the complaint or dissatisfaction directly to the Autorité des marchés financiers (hereinafter "AMF") using the complaint form available on its website: https://lautorite.qc.ca/fileadmin/lautorite/formulaires/grand-public/GP-plainte_formulaire-plainte-an.pdf 

 

5. RECEIPT OF A COMPLAINT 

All complaints about NBLIC must be forwarded to the Officer responsible for applying this policy as soon as they are received. 

The Officer will acknowledge receipt of the complaint within 10 days of receiving it.  

The acknowledgement of receipt will contain the following information:

  • The identification code of the complaint file 
  • The date the complaint was received by NBLIC 
  • Instructions for the complainant to obtain information concerning complaint processing 
  • The expected timeframe for processing the complaint, as well as the date by which the final response must be communicated 
  • A hyperlink to the summary of the complaint handling and dispute resolution policy or a copy of it 

 

6. CREATION OF THE COMPLAINT FILE 

A separate file is created by NBLIC for every complaint. The file must contain the following documents and information: 

  • The complaint itself 
  • A copy of the acknowledgment of receipt delivered to the complainant 
  • The outcome of the complaint handling process (analysis and supporting documents) 
  • The final written response to the complainant with justifying reasons 

 

7. COMPLAINT HANDLING 

Upon receiving a complaint, the Officer begins the complaint handling process. They must:

  • Properly document how the complaint is handled and create a file for it. 
  • Send the complainant an acknowledgment of receipt within 10 days, as set out in section 5 above. 
  • Provide a final written response to the complainant as soon as possible and no later than 60 days following receipt of the complaint. 
  • However, when justified by exceptional circumstances or circumstances beyond the Officer's control, the final written response may be provided up to 90 days following receipt of the complaint. 
  • If an offer is presented to the complainant, allow a reasonable timeframe for them to assess and respond to the offer. 
  • If an agreement is reached with the complainant, follow up no later than 30 days after the offer is accepted or, when justified by the complainant's interests, within any other timeframe agreed upon with them.
  • Respond to further communications with the complainant, in particular to allow them to submit any new, relevant facts, answer their questions or follow up on their comments, until no further action is required regarding the complaint.

If the complainant refuses or fails to provide the documentation required to handle their complaint, the Officer will send them a letter setting out a grace period. Once that period has expired, a final response will be delivered to them based on the information available in the file. 

 

8. TRANSFER OF A FILE TO THE AUTORITÉ DES MARCHÉS FINANCIERS OR OTHER REGULATORY AUTHORITIES CONCERNED 

If the complainant is not satisfied with the final response obtained or the way their complaint was handled, they may, at any time, ask the AMF (or any other regulatory authority applicable to their province of residence) to review the complaint. NBLIC must send the complaint file to the AMF in accordance with the terms and conditions set out on its website within 15 days of receiving the complainant's request to have the AMF examine the complaint file. 

 

9. EFFECTIVE DATE

This policy is effective July 1, 2025. 

 

10. FOR ANY QUESTIONS ABOUT COMPLAINT HANDLING

 

1) If the complaint is related to the service received with a banking product: 

 

National Bank's Client Complaint Appeal Office

Phone:

  • Montreal: 514-394-8655
  • Toll-free: 1-888-300-9004 

Email:  complaintappeal@nbc.ca 

Website: nbc.ca

 

Ombudsman for Banking Services and Investments (OBSI): 

20 Queen Street West 

Suite 2400, P.O. Box 8 

Toronto, Ontario  M5H 3R3 

Phone: 1-800-451-4519

Fax: 1-888-422-2865 

Email: ombudsman@obsi.ca 

Website: https://consumerportal.obsi.ca/public/inquiries/inquiry

 

Financial Consumer Agency of Canada: 

427 Laurier Avenue West, 6th floor 

Ottawa, Ontario  K1R 1B9

Phone: 

  • French: 1-866-461-ACFC (2232) 
  • English: 1-866-461-FCAC (3222) 
  • Outside Canada: 613-960-4666 

Website: https://www.canada.ca/en/financial-consumer-agency/corporate/contact-us.html

 

2) If the complaint is related to a refusal of insurance coverage: 

 

Autorité des marchés financiers (for Quebec residents only): 

Place de la Cité, Cominar Tower 

2640 Laurier Boulevard, Suite 400 

Quebec City, Quebec  G1V 4C1

Phone:

  • Montreal: 514-395-0337 
  • Quebec City: 418-525-0337 
  • Toll-free: 1-877-525-0337 

Fax: 1-877-285-4378 

Email: plaintes@lautorite.qc.ca 

Website: http://lautorite.qc.ca/en/general-public/assistance-and-complaints/making-a-complaint

 

Ombudsman for Life and Health Insurance (for all residents of Canada): 

2 Bloor St. West 

Suite 700 

Toronto, Ontario  M4W 3E2 

Phone: 

  • Montreal: 514-282-2088 
  • Toronto: 416-777-9002 
  • Toll-free: 1-888-295-8112 

Website: olhi.ca

 

You can also contact:

 

National Bank's Client Complaint Appeal Office: 

Phone:  

  • Montreal: 514-394-8655 
  • Toll-free: 1-888-300-9004 

Email: complaintappeal@nbc.ca 

Website: nbc.ca 

National Bank Insurance Firm (NBIF inc.)

Step 1 – Contact your advisor or our Customer Service Department

Our employees are there to answer your questions, address your concerns or take note of your feedback on our products and services. Call us at 1-888-871-3608, or contact us by mail or online.

 

Step 2 – Contact our Complaint Settlement Department

Some situations require more resources. Please contact our Complaint Settlement Department if you are unsatisfied with the outcome of the previous step. Once your request for assistance is received, we will consult specialists and managers from various departments to assess the situation.

If your case is somewhat complex, we may require certain documents. Once the Complaint Settlement Advisor has obtained all elements needed to analyze your situation, he will communicate the position of National Bank Insurance Firm within 30 days. He will also communicate additional recourse available to you, if applicable.

 

You can write to us online or at the following address:

 

Complaint Handling Department

National Bank Insurance Firm

800 Saint-Jacques Street, Suite 42521

Montreal, Québec, H3C 1A3

 

Step 3 – Request external assistance

 

If you are still dissatisfied with our decision, contact the National Bank Client Complaint Appeal Office:


Phone: 1-888-300-9004 or 514-394-8655

Website: nbc.ca

Email: complaintappeal@nbc.ca

 

RESIDENTS OF QUEBEC CAN CONTACT THE INFORMATION CENTRE OF THE AUTORITÉ DES MARCHÉS FINANCIERS:

Quebec City: 418-525-0337

Montreal: 514-395-0337

Toll-free: 1-877-525-0337

Website : www.lautorite.qc.ca

 

1. Purpose of the policy

The purpose of a complaint examination and dispute resolution policy is to set up an equitable, free procedure for dealing with complaints received by National Bank Insurance Firm Inc., hereinafter referred to as "NBIF."

In particular, the policy is intended to provide oversight for the receipt of complaints, delivery of the acknowledgement of receipt, creation of complaint files, transfer of complaint files to the Autorité des marchés financiers (AMF) and compilation of complaints for the purpose of preparing and filing a semi-annual report with the AMF using the Complaint Reporting System (CRS).

 

2.  Person in charge

The  Compliance Manager is the person in charge of applying this policy. The person in charge acts as the respondent with the AMF and oversees training of NBIF employees on this policy.

He must provide employees with the necessary information for compliance with this policy. The person in charge must also:

  • Deliver an acknowledgement of receipt and notice to the complainant
  • Transfer the file to the AMF, at the complainant's request
  • File a semi-annual report with the AMF using the Complaint Reporting System (CRS)

 

3.  Definition of a complaint

For the purposes of the policy, a complaint is the expression of at least one of the following three elements:

  • A reproach against NBIF
  • The identification of real or potential harm that a consumer has sustained or may sustain
  • A request for remedial action

Informal steps to correct a specific problem  are not considered  a complaint, provided  the problem is resolved as part of the registrant’s normal activities and the consumer has not filed a complaint.

 

4.  Receipt of the complaint

Consumers who wish to file a complaint must do so in writing to the following address:

Mail:                      

Complaint Handling Officer

National Bank Insurance Firm

800 Saint-Jacques Street, Suite 42521

Montreal, Quebec, H3C 1A3

E-mail: conformite.cabn@nbc.ca

 

NBIF employees or representatives who receive a complaint must immediately forward it to the person in charge of this policy.

The person in charge will acknowledge receipt of the complaint within five business days. The acknowledgement of receipt will contain the following information:

  • A description of the complaint, specifying the real or potential harm, the reproach against NBIF and the requested remedial action
  • The name and contact information of the person in charge of examining complaints
  • In the case of an incomplete complaint, a notice requesting additional information to which the complainant must respond within a set deadline, failing which the complaint will be deemed to have been abandoned 
  • The NBIF complaint examination policy
  • A notice stating that if he is not satisfied with the outcome or the examination of his complaint, the complainant can request that the file be transferred to the AMF. This notice must also mention that the AMF may offer dispute resolution services, if deemed appropriate
  • A reminder to the complainant that filing a complaint with the AMF does not interrupt theprescriptive period for civil remedies against NBIF.

 

5.  Creation of the complaint file

A separate file is created for every complaint and contains the following items:

  • The written complaint and its three elements (the reproach against NBIF, the real or potential harm, and the requested remedial action)
  • The  outcome  of  the  complaint  examination  process  (the  analysis  and  the  supporting documents)
  • The final written response to the complainant with justifying reasons

 

6.  Complaint examination

On receiving a complaint, NBIF initiates its complaint examination process. The complaint is examined within a reasonable time period, namely, within 30 days of receiving all the information required for its examination. After the complaint is examined, the person in charge sends the complainant a final response with justifying reasons.

However, if the client refuses or neglects to provide NBIF with the documentation required to process the complaint, NBIF will send a letter stating a grace period and, following the expiry of this period, a final response will be taking into account the information on file.

 

7.  Transfer of the file to the AMF

If the complainant is not satisfied with the outcome or the examination of his complaint, he may, at any time, ask NBIF to transfer his file to the AMF. The transferred file must include all the information related to the complaint. NBIF  is responsible for complying  with the rules governing the protection of personal information.

 

8.  Effective date

This policy came into effect on February 1st, 2015 and was last updated on April 1st, 2022.

 

9. For questions concerning the examination of complaints, contact the AMF information centre:

Quebec City: 418-525-0337
Montreal: 514-395-0337
Toll-free: 1-877-525-0337
Fax: 1-877-285-4378
Website: lautorite.qc.ca

NBC Assistance

Step 1 – Contact our Customer Service Department

 

Contact us by mail, by calling 1-888-535-0510, option 1 or online.

 

Step 2 – Request external assistance

 

If you are not satisfied with the outcome of your complaint, you can contact one or more of the entities listed on https://www.nbc.ca/about-us/governance/complaint-settlement.html.