If you are not satisfied with the product or service you received from Experior Financial Group, Inc. (“Experior”), we offer a process for acknowledging and addressing your complaint in a timely and confidential manner.
Experior’s Director of Compliance is responsible to ensure the complaint resolution procedures are properly followed at Experior.
To register your complaint, please follow these steps:
- Speak with the individual and/or the department that served you and provided the service. Explain your circumstances and how you would like the matter resolved. Please provide details, such as, your name, contact numbers, email address, policy number, specific nature of your complaint and supporting documents. The person and/or department handling the complaint will send you a written confirmation within three (3) business days to acknowledge receipt of your complaint. The individual and/or department will attempt to resolve the matter within ten (10) business days of receipt of the complaint.
- If the complaint is not resolved within the ten (10) business days or you are not satisfied with the answer provided by that individual and/or department, you may file a complaint with Experior’s Compliance Manager:
Experior Financial Group
660 Speedvale Ave. W, Suite 205
Guelph, ON
N1K 1E5
ATTN: Compliance
[email protected]
The Compliance Manager handling the complaint will send you a written confirmation within three (3) business days to acknowledge receipt of your escalated complaint. The Compliance Manager will provide you with a final position within sixty (60) days of initial receipt of your complaint. The final position will provide a final position offering a resolution or explaining Experior’s practices or decision if a resolution is not offered.
If, in certain cases warranted by exceptional circumstances or circumstances beyond Experior’s control, the complaint cannot be addressed within this time period, the Compliance Manage may extend the response up to a further thirty (30) days, in which case you will be advised as to the reasons for the delay and told when you can expect a response. These circumstances are limited but may include delays in obtaining information from a third party, issues with cooperation from involved parties, and complex complaints that necessitate a more detailed investigation
- If you remain dissatisfied with Experior’s final position, or Experior’s complaints process at any time, the following organizations can provide you with information:
OmbudService for Life & Health Insurance (OLHI)
20 Adelaide Street East, Suite 802, PO Box 29
Toronto, Ontario M5C 2T6
Toll Free Canada 1-888-295-8112
Toll Free Quebec 1-866-582-2088
www.olhi.ca
For federal consumer protection complaints:
Financial Consumer Agency of Canada
427 Laurier Avenue West, 6th Floor
Ottawa, Ontario K1R 1B9
Toll Free Telephone English: 1-866-461-3222
Toll Free Telephone French: 1-866-461-2232
www.fcac-acfc.gc.ca
Quebec consumer complaints:
Quebec consumers may ask the Compliance Manager handling your claim or Experior’s Director of Compliance to transfer their file to the Autorité des Marches Financiers at any time if they are not satisfied with the process.
Autorité des Marches Financiers
Place de la Cite, tour Cominar
2640, boulevard Laurier, bureau 400
Quebec, Québec G1V 5C1
800, square Victoria, 22e etage
C.P. 246, tour de la Bourse Montreal, Quebec H4Z 1G3
Telephone, Quebec City: 418-525-0337
Telephone, Montreal: 514-395-0337
Toll Free Telephone: 1-877-525-0337
https://www.lautorite.qc.ca/en/index.html