{"id":4949,"date":"2024-10-21T11:37:04","date_gmt":"2024-10-21T15:37:04","guid":{"rendered":"https:\/\/www.groupeverrier.com\/?page_id=4949"},"modified":"2025-08-25T10:54:31","modified_gmt":"2025-08-25T14:54:31","slug":"complaint-management-policy","status":"publish","type":"page","link":"https:\/\/www.groupeverrier.com\/index.php\/en\/complaint-management-policy\/","title":{"rendered":"Complaint Management Policy"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"4949\" class=\"elementor elementor-4949\">\n\t\t\t\t<div class=\"elementor-element elementor-element-7c4f546 e-flex e-con-boxed wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no wpr-column-slider-no wpr-equal-height-no e-con e-parent\" data-id=\"7c4f546\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-2bd5dd5 elementor-widget elementor-widget-text-editor\" data-id=\"2bd5dd5\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\tCOMPLAINTS HANDLING AND CONFLICT RESOLUTION POLICY\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-23c88ce elementor-widget elementor-widget-heading\" data-id=\"23c88ce\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">OBJECTIVES<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5dbcf57 elementor-widget elementor-widget-text-editor\" data-id=\"5dbcf57\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Our Complaint Handling and Dispute Resolution Policy is to establish a procedure that is fair and free of charge to our clients to ensure that complaints received by SYNEX INSURANCE, hereinafter referred to as \u00ab\u00a0the firm,\u00a0\u00bb are handled appropriately.\u00a0<\/p><p>Our firm is committed to addressing any dissatisfaction communicated by its clients with the goal of ensuring client satisfaction while complying with the legal framework to which our firm is subject.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-44378ad elementor-widget elementor-widget-spacer\" data-id=\"44378ad\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-984bc50 elementor-widget elementor-widget-heading\" data-id=\"984bc50\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">DEFINITION<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-22dc8ff elementor-widget elementor-widget-text-editor\" data-id=\"22dc8ff\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>A complaint is a <u>grievance<\/u> or <u>dissatisfaction<\/u> regarding our <u>services or a product<\/u> we offer. It is submitted by a client who expects the firm to take action to resolve it.<\/p><p><strong>Certain communications are NOT considered complaints:<\/strong><\/p><ul><li>A request for information or a document regarding a product or service offered;<\/li><li>A claim for compensation or an insurance claim;<\/li><li>A request to correct an administrative error, such as a mistake in transcribing information or in calculating an amount owed;<\/li><li>A request to access or modify personal information;<\/li><li>A comment or remark about us.<\/li><\/ul><p>For example, when you request a refund or ask us to take action to resolve the situation that led to the complaint.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-01f9717 elementor-widget elementor-widget-spacer\" data-id=\"01f9717\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e716cf8 elementor-widget elementor-widget-heading\" data-id=\"e716cf8\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">COMPLAINT HANDLING PROCESS<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-63d27cf elementor-widget elementor-widget-spacer\" data-id=\"63d27cf\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c821faa elementor-widget elementor-widget-heading\" data-id=\"c821faa\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">HOW TO FILE A COMPLAINT?<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f830be3 elementor-widget elementor-widget-text-editor\" data-id=\"f830be3\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>You can file a complaint by contacting us using the method that suits you best.<\/p><p><strong><u>To reach us:<br \/><\/u><\/strong><strong>Phone:<\/strong>\u00a01-866-321-2233<br \/><strong>Email:<\/strong>\u00a0<a href=\"mailto:plainte@synexcorp.ca\">plainte@synexcorp.ca<\/a><br \/><strong>Mailing Address:<\/strong>\u00a02828 Laurier Blvd, Suite 1300, Qu\u00e9bec, QC G1V 0B9<\/p><p>Our offices are open Monday to Friday, from 8:30 a.m. to 4:30 p.m.<br \/><strong>Questions?<\/strong>\u00a0Contact us to learn more about how we handle complaints.<\/p><p>You may also complete the complaint form provided by the Autorit\u00e9 des march\u00e9s financiers (AMF), and we remain available to assist you.<br \/><a href=\"https:\/\/lautorite.qc.ca\/fileadmin\/lautorite\/formulaires\/grand-public\/GP-plainte_formulaire-plainte-an.pdf\" target=\"_blank\" rel=\"noopener\"><strong>AMF Complaint Form<\/strong><\/a><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0a5fea5 elementor-widget elementor-widget-heading\" data-id=\"0a5fea5\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">STEPS IN THE COMPLAINT HANDLING PROCESS<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-cf173ec elementor-widget elementor-widget-text-editor\" data-id=\"cf173ec\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Synex Insurance and its partner firms may handle certain complaints through a simplified process, which is explained later in this policy. If your complaint cannot be resolved through this process, or if its nature or complexity requires a more detailed review, it will be handled according to the following steps:<\/p><p><strong>1) Receipt of the Complaint<\/strong><\/p><p>Within 10 days of receiving your complaint, you will receive an acknowledgment of receipt.<br \/>If the complaint is incomplete, you will receive a notice requesting additional information. You must respond within 10 business days, failing which the complaint will be considered abandoned.<\/p><p><strong>2) Complaint Analysis<\/strong><\/p><p>We will analyze your complaint to fully understand your expectations. To avoid delays, your cooperation may be required if we contact you for additional necessary information.<\/p><p><strong>3) Final Written Response<\/strong><\/p><p>Within\u00a0<strong>60 days<\/strong>\u00a0of receiving your complaint, you will receive a final written response explaining:<\/p><ul><li>How your complaint was analyzed;<\/li><li>The elements considered in reaching our conclusion;<\/li><li>And, if applicable, the proposed solution to resolve your complaint.<\/li><\/ul><p><strong>*Extension of the timeframe<\/strong><br \/>If your complaint is complex or requires more time to process, Synex Insurance will notify you in writing, specifying the reasons for an extension of up to\u00a0<strong>30 additional days<\/strong>.<\/p><p><strong>4) Evaluation of the Offer and Complaint Resolution<\/strong><\/p><p>We invite you to carefully review our final response.<br \/>Synex Assurance and its partner firms must receive your reply within\u00a0<strong>30 days<\/strong>, unless you request a reasonable extension in writing. You may respond with:<\/p><ul><li>Acceptance of the offer;<\/li><li>Rejection of the offer;<\/li><li>A counter-offer.<\/li><\/ul><p>Once an agreement is reached, Synex Insurance will implement the resolution within\u00a0<strong>30 days<\/strong> unless a different timeframe is agreed upon for your benefit.<\/p><p>If Synex Insurance does not receive a response or follow-up from you within the established timeframes, your complaint file may be closed.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-36013d9 elementor-widget elementor-widget-heading\" data-id=\"36013d9\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">COMPLAINT FILE MANAGEMENT RULES<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a91d434 elementor-widget elementor-widget-text-editor\" data-id=\"a91d434\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Each complaint must be documented in a separate file, which must include all relevant information and documents necessary for its processing.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5992a64 elementor-widget elementor-widget-heading\" data-id=\"5992a64\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">TRANSMISSION OF THE FILE TO THE AUTORIT\u00c9<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d845fc1 elementor-widget elementor-widget-text-editor\" data-id=\"d845fc1\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>If you are not satisfied with the final decision or the handling of your complaint, you may request at any time that the file be transferred to the Autorit\u00e9. The transferred file will include all information related to the complaint. We are required to send your complaint file to the Autorit\u00e9 within\u00a0<strong>15 days<\/strong>\u00a0of your request.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0d9500d elementor-widget elementor-widget-heading\" data-id=\"0d9500d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h4 class=\"elementor-heading-title elementor-size-default\">SIMPLIFIED COMPLAINT HANDLING PROCESS<\/h4>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c320e6e elementor-widget elementor-widget-text-editor\" data-id=\"c320e6e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>We may resolve certain complaints through a simplified process. This applies to complaints for which we can offer:<\/p><ul><li>A <strong>satisfactory solution<\/strong> (acceptance of the solution or explanation);<\/li><li>A resolution within\u00a0<strong>20 days<\/strong>;<\/li><li>Handling by a member of our customer service team (e.g., during a phone call).<\/li><\/ul><p>If we are unable to offer a solution or provide explanations that resolve your complaint through this simplified process, we will inform you in writing.<br \/>Your complaint will then be handled according to the detailed steps outlined above.<br \/>The time spent on the simplified process does not affect our commitment to provide a final written response within the prescribed timeframe.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c6a44c2 elementor-widget elementor-widget-heading\" data-id=\"c6a44c2\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">COMPLAINT OFFICER<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4c8a5ca elementor-widget elementor-widget-spacer\" data-id=\"4c8a5ca\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8803d17 elementor-widget elementor-widget-text-editor\" data-id=\"8803d17\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>The firm has appointed a Complaints Officer who ensures that Synex Assurance and its partner firms comply with applicable laws regarding complaint handling and dispute resolution.<\/p><p>The officer acts as the liaison with the Autorit\u00e9 des march\u00e9s financiers and is responsible for providing staff with all necessary information to comply with this policy and ensuring its proper implementation.<\/p><p>Initially, SYNEX INSURANCE and its partner firms encourage any complainant to contact their representative or customer service by email at: <a href=\"mailto:info@synexcorp.ca\" target=\"_blank\" rel=\"noopener\">info@synexcorp.ca<\/a><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-64354cc elementor-widget elementor-widget-spacer\" data-id=\"64354cc\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-78cf312 elementor-widget elementor-widget-heading\" data-id=\"78cf312\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">POLICY ADOPTION AND AMENDMENT<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-090717a elementor-widget elementor-widget-spacer\" data-id=\"090717a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-bc0349c elementor-widget elementor-widget-text-editor\" data-id=\"bc0349c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>This Policy was adopted by Synex\u2019s Executive Council and takes effect on its adoption date. It replaces all previous versions. The version history of the Policy is available upon request from the Complaint Handling and Dispute Resolution Officer.<\/p><p>The Officer is responsible for the Policy and its review. The Policy may be amended at Synex\u2019s discretion to reflect changes in applicable requirements or practices and will be reviewed at least every three years.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>COMPLAINTS HANDLING AND CONFLICT RESOLUTION POLICY OBJECTIVES Our Complaint Handling and Dispute Resolution Policy is to establish a procedure that is fair and free of charge to our clients to ensure that complaints received by SYNEX INSURANCE, hereinafter referred to as \u00ab\u00a0the firm,\u00a0\u00bb are handled appropriately.\u00a0 Our firm is committed to addressing any dissatisfaction communicated by its clients with the goal of ensuring client satisfaction while complying with the legal framework to which our firm is subject. DEFINITION A complaint is a grievance or dissatisfaction regarding our services or a product we offer. It is submitted by a client who expects the firm to take action to resolve it. Certain communications are NOT considered complaints: A request for information or a document regarding a product or service offered; A claim for compensation or an insurance claim; A request to correct an administrative error, such as a mistake in transcribing information or in calculating an amount owed; A request to access or modify personal information; A comment or remark about us. For example, when you request a refund or ask us to take action to resolve the situation that led to the complaint. COMPLAINT HANDLING PROCESS HOW TO FILE A COMPLAINT? You can file a complaint by contacting us using the method that suits you best. To reach us:Phone:\u00a01-866-321-2233Email:\u00a0plainte@synexcorp.caMailing Address:\u00a02828 Laurier Blvd, Suite 1300, Qu\u00e9bec, QC G1V 0B9 Our offices are open Monday to Friday, from 8:30 a.m. to 4:30 p.m.Questions?\u00a0Contact us to learn more about how we handle complaints. You may also complete the complaint form provided by the Autorit\u00e9 des march\u00e9s financiers (AMF), and we remain available to assist you.AMF Complaint Form STEPS IN THE COMPLAINT HANDLING PROCESS Synex Insurance and its partner firms may handle certain complaints through a simplified process, which is explained later in this policy. If your complaint cannot be resolved through this process, or if its nature or complexity requires a more detailed review, it will be handled according to the following steps: 1) Receipt of the Complaint Within 10 days of receiving your complaint, you will receive an acknowledgment of receipt.If the complaint is incomplete, you will receive a notice requesting additional information. You must respond within 10 business days, failing which the complaint will be considered abandoned. 2) Complaint Analysis We will analyze your complaint to fully understand your expectations. To avoid delays, your cooperation may be required if we contact you for additional necessary information. 3) Final Written Response Within\u00a060 days\u00a0of receiving your complaint, you will receive a final written response explaining: How your complaint was analyzed; The elements considered in reaching our conclusion; And, if applicable, the proposed solution to resolve your complaint. *Extension of the timeframeIf your complaint is complex or requires more time to process, Synex Insurance will notify you in writing, specifying the reasons for an extension of up to\u00a030 additional days. 4) Evaluation of the Offer and Complaint Resolution We invite you to carefully review our final response.Synex Assurance and its partner firms must receive your reply within\u00a030 days, unless you request a reasonable extension in writing. You may respond with: Acceptance of the offer; Rejection of the offer; A counter-offer. Once an agreement is reached, Synex Insurance will implement the resolution within\u00a030 days unless a different timeframe is agreed upon for your benefit. If Synex Insurance does not receive a response or follow-up from you within the established timeframes, your complaint file may be closed. COMPLAINT FILE MANAGEMENT RULES Each complaint must be documented in a separate file, which must include all relevant information and documents necessary for its processing. TRANSMISSION OF THE FILE TO THE AUTORIT\u00c9 If you are not satisfied with the final decision or the handling of your complaint, you may request at any time that the file be transferred to the Autorit\u00e9. The transferred file will include all information related to the complaint. We are required to send your complaint file to the Autorit\u00e9 within\u00a015 days\u00a0of your request. SIMPLIFIED COMPLAINT HANDLING PROCESS We may resolve certain complaints through a simplified process. This applies to complaints for which we can offer: A satisfactory solution (acceptance of the solution or explanation); A resolution within\u00a020 days; Handling by a member of our customer service team (e.g., during a phone call). If we are unable to offer a solution or provide explanations that resolve your complaint through this simplified process, we will inform you in writing.Your complaint will then be handled according to the detailed steps outlined above.The time spent on the simplified process does not affect our commitment to provide a final written response within the prescribed timeframe. COMPLAINT OFFICER The firm has appointed a Complaints Officer who ensures that Synex Assurance and its partner firms comply with applicable laws regarding complaint handling and dispute resolution. The officer acts as the liaison with the Autorit\u00e9 des march\u00e9s financiers and is responsible for providing staff with all necessary information to comply with this policy and ensuring its proper implementation. Initially, SYNEX INSURANCE and its partner firms encourage any complainant to contact their representative or customer service by email at: info@synexcorp.ca POLICY ADOPTION AND AMENDMENT This Policy was adopted by Synex\u2019s Executive Council and takes effect on its adoption date. It replaces all previous versions. The version history of the Policy is available upon request from the Complaint Handling and Dispute Resolution Officer. The Officer is responsible for the Policy and its review. The Policy may be amended at Synex\u2019s discretion to reflect changes in applicable requirements or practices and will be reviewed at least every three years.<\/p>\n","protected":false},"author":5,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-4949","page","type-page","status-publish","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.5 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Complaint Management Policy - Synex Assurance | Verrier &amp; Associ&eacute;s<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.groupeverrier.com\/index.php\/en\/complaint-management-policy\/\" \/>\n<meta property=\"og:locale\" content=\"fr_CA\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Complaint Management Policy - Synex Assurance | Verrier &amp; Associ&eacute;s\" \/>\n<meta property=\"og:description\" content=\"COMPLAINTS HANDLING AND CONFLICT RESOLUTION POLICY OBJECTIVES Our Complaint Handling and Dispute Resolution Policy is to establish a procedure that is fair and free of charge to our clients to ensure that complaints received by SYNEX INSURANCE, hereinafter referred to as \u00ab\u00a0the firm,\u00a0\u00bb are handled appropriately.\u00a0 Our firm is committed to addressing any dissatisfaction communicated by its clients with the goal of ensuring client satisfaction while complying with the legal framework to which our firm is subject. DEFINITION A complaint is a grievance or dissatisfaction regarding our services or a product we offer. It is submitted by a client who expects the firm to take action to resolve it. Certain communications are NOT considered complaints: A request for information or a document regarding a product or service offered; A claim for compensation or an insurance claim; A request to correct an administrative error, such as a mistake in transcribing information or in calculating an amount owed; A request to access or modify personal information; A comment or remark about us. For example, when you request a refund or ask us to take action to resolve the situation that led to the complaint. COMPLAINT HANDLING PROCESS HOW TO FILE A COMPLAINT? You can file a complaint by contacting us using the method that suits you best. To reach us:Phone:\u00a01-866-321-2233Email:\u00a0plainte@synexcorp.caMailing Address:\u00a02828 Laurier Blvd, Suite 1300, Qu\u00e9bec, QC G1V 0B9 Our offices are open Monday to Friday, from 8:30 a.m. to 4:30 p.m.Questions?\u00a0Contact us to learn more about how we handle complaints. You may also complete the complaint form provided by the Autorit\u00e9 des march\u00e9s financiers (AMF), and we remain available to assist you.AMF Complaint Form STEPS IN THE COMPLAINT HANDLING PROCESS Synex Insurance and its partner firms may handle certain complaints through a simplified process, which is explained later in this policy. If your complaint cannot be resolved through this process, or if its nature or complexity requires a more detailed review, it will be handled according to the following steps: 1) Receipt of the Complaint Within 10 days of receiving your complaint, you will receive an acknowledgment of receipt.If the complaint is incomplete, you will receive a notice requesting additional information. You must respond within 10 business days, failing which the complaint will be considered abandoned. 2) Complaint Analysis We will analyze your complaint to fully understand your expectations. To avoid delays, your cooperation may be required if we contact you for additional necessary information. 3) Final Written Response Within\u00a060 days\u00a0of receiving your complaint, you will receive a final written response explaining: How your complaint was analyzed; The elements considered in reaching our conclusion; And, if applicable, the proposed solution to resolve your complaint. *Extension of the timeframeIf your complaint is complex or requires more time to process, Synex Insurance will notify you in writing, specifying the reasons for an extension of up to\u00a030 additional days. 4) Evaluation of the Offer and Complaint Resolution We invite you to carefully review our final response.Synex Assurance and its partner firms must receive your reply within\u00a030 days, unless you request a reasonable extension in writing. You may respond with: Acceptance of the offer; Rejection of the offer; A counter-offer. Once an agreement is reached, Synex Insurance will implement the resolution within\u00a030 days unless a different timeframe is agreed upon for your benefit. If Synex Insurance does not receive a response or follow-up from you within the established timeframes, your complaint file may be closed. COMPLAINT FILE MANAGEMENT RULES Each complaint must be documented in a separate file, which must include all relevant information and documents necessary for its processing. TRANSMISSION OF THE FILE TO THE AUTORIT\u00c9 If you are not satisfied with the final decision or the handling of your complaint, you may request at any time that the file be transferred to the Autorit\u00e9. The transferred file will include all information related to the complaint. We are required to send your complaint file to the Autorit\u00e9 within\u00a015 days\u00a0of your request. SIMPLIFIED COMPLAINT HANDLING PROCESS We may resolve certain complaints through a simplified process. This applies to complaints for which we can offer: A satisfactory solution (acceptance of the solution or explanation); A resolution within\u00a020 days; Handling by a member of our customer service team (e.g., during a phone call). If we are unable to offer a solution or provide explanations that resolve your complaint through this simplified process, we will inform you in writing.Your complaint will then be handled according to the detailed steps outlined above.The time spent on the simplified process does not affect our commitment to provide a final written response within the prescribed timeframe. COMPLAINT OFFICER The firm has appointed a Complaints Officer who ensures that Synex Assurance and its partner firms comply with applicable laws regarding complaint handling and dispute resolution. The officer acts as the liaison with the Autorit\u00e9 des march\u00e9s financiers and is responsible for providing staff with all necessary information to comply with this policy and ensuring its proper implementation. Initially, SYNEX INSURANCE and its partner firms encourage any complainant to contact their representative or customer service by email at: info@synexcorp.ca POLICY ADOPTION AND AMENDMENT This Policy was adopted by Synex\u2019s Executive Council and takes effect on its adoption date. It replaces all previous versions. The version history of the Policy is available upon request from the Complaint Handling and Dispute Resolution Officer. The Officer is responsible for the Policy and its review. The Policy may be amended at Synex\u2019s discretion to reflect changes in applicable requirements or practices and will be reviewed at least every three years.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.groupeverrier.com\/index.php\/en\/complaint-management-policy\/\" \/>\n<meta property=\"og:site_name\" content=\"Synex Assurance | Verrier &amp; Associ&eacute;s\" \/>\n<meta property=\"article:modified_time\" content=\"2025-08-25T14:54:31+00:00\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Estimation du temps de lecture\" \/>\n\t<meta name=\"twitter:data1\" content=\"5 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/www.groupeverrier.com\\\/index.php\\\/en\\\/complaint-management-policy\\\/\",\"url\":\"https:\\\/\\\/www.groupeverrier.com\\\/index.php\\\/en\\\/complaint-management-policy\\\/\",\"name\":\"Complaint Management Policy - Synex Assurance | Verrier &amp; Associ&eacute;s\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.groupeverrier.com\\\/#website\"},\"datePublished\":\"2024-10-21T15:37:04+00:00\",\"dateModified\":\"2025-08-25T14:54:31+00:00\",\"breadcrumb\":{\"@id\":\"https:\\\/\\\/www.groupeverrier.com\\\/index.php\\\/en\\\/complaint-management-policy\\\/#breadcrumb\"},\"inLanguage\":\"fr-CA\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\\\/\\\/www.groupeverrier.com\\\/index.php\\\/en\\\/complaint-management-policy\\\/\"]}]},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\\\/\\\/www.groupeverrier.com\\\/index.php\\\/en\\\/complaint-management-policy\\\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Accueil\",\"item\":\"https:\\\/\\\/www.groupeverrier.com\\\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Complaint Management Policy\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\\\/\\\/www.groupeverrier.com\\\/#website\",\"url\":\"https:\\\/\\\/www.groupeverrier.com\\\/\",\"name\":\"Synex Assurance | Verrier & Associ\u00e9s\",\"description\":\"Nous prot&eacute;geons les entreprises d&rsquo;ici depuis plus de 85 ans\",\"publisher\":{\"@id\":\"https:\\\/\\\/www.groupeverrier.com\\\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\\\/\\\/www.groupeverrier.com\\\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"fr-CA\"},{\"@type\":\"Organization\",\"@id\":\"https:\\\/\\\/www.groupeverrier.com\\\/#organization\",\"name\":\"Verrier & Associ\u00e9s inc.\",\"alternateName\":\"Groupe Verrier inc.\",\"url\":\"https:\\\/\\\/www.groupeverrier.com\\\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"fr-CA\",\"@id\":\"https:\\\/\\\/www.groupeverrier.com\\\/#\\\/schema\\\/logo\\\/image\\\/\",\"url\":\"https:\\\/\\\/www.groupeverrier.com\\\/wp-content\\\/uploads\\\/2023\\\/09\\\/VerrierAssocies_Cabinet-en-assurance-de-dommages_fr_coul.png\",\"contentUrl\":\"https:\\\/\\\/www.groupeverrier.com\\\/wp-content\\\/uploads\\\/2023\\\/09\\\/VerrierAssocies_Cabinet-en-assurance-de-dommages_fr_coul.png\",\"width\":463,\"height\":82,\"caption\":\"Verrier & Associ\u00e9s inc.\"},\"image\":{\"@id\":\"https:\\\/\\\/www.groupeverrier.com\\\/#\\\/schema\\\/logo\\\/image\\\/\"},\"sameAs\":[\"https:\\\/\\\/www.linkedin.com\\\/company\\\/11519705\\\/\"]}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Complaint Management Policy - Synex Assurance | Verrier &amp; Associ&eacute;s","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.groupeverrier.com\/index.php\/en\/complaint-management-policy\/","og_locale":"fr_CA","og_type":"article","og_title":"Complaint Management Policy - Synex Assurance | Verrier &amp; Associ&eacute;s","og_description":"COMPLAINTS HANDLING AND CONFLICT RESOLUTION POLICY OBJECTIVES Our Complaint Handling and Dispute Resolution Policy is to establish a procedure that is fair and free of charge to our clients to ensure that complaints received by SYNEX INSURANCE, hereinafter referred to as \u00ab\u00a0the firm,\u00a0\u00bb are handled appropriately.\u00a0 Our firm is committed to addressing any dissatisfaction communicated by its clients with the goal of ensuring client satisfaction while complying with the legal framework to which our firm is subject. DEFINITION A complaint is a grievance or dissatisfaction regarding our services or a product we offer. It is submitted by a client who expects the firm to take action to resolve it. Certain communications are NOT considered complaints: A request for information or a document regarding a product or service offered; A claim for compensation or an insurance claim; A request to correct an administrative error, such as a mistake in transcribing information or in calculating an amount owed; A request to access or modify personal information; A comment or remark about us. For example, when you request a refund or ask us to take action to resolve the situation that led to the complaint. COMPLAINT HANDLING PROCESS HOW TO FILE A COMPLAINT? You can file a complaint by contacting us using the method that suits you best. To reach us:Phone:\u00a01-866-321-2233Email:\u00a0plainte@synexcorp.caMailing Address:\u00a02828 Laurier Blvd, Suite 1300, Qu\u00e9bec, QC G1V 0B9 Our offices are open Monday to Friday, from 8:30 a.m. to 4:30 p.m.Questions?\u00a0Contact us to learn more about how we handle complaints. You may also complete the complaint form provided by the Autorit\u00e9 des march\u00e9s financiers (AMF), and we remain available to assist you.AMF Complaint Form STEPS IN THE COMPLAINT HANDLING PROCESS Synex Insurance and its partner firms may handle certain complaints through a simplified process, which is explained later in this policy. If your complaint cannot be resolved through this process, or if its nature or complexity requires a more detailed review, it will be handled according to the following steps: 1) Receipt of the Complaint Within 10 days of receiving your complaint, you will receive an acknowledgment of receipt.If the complaint is incomplete, you will receive a notice requesting additional information. You must respond within 10 business days, failing which the complaint will be considered abandoned. 2) Complaint Analysis We will analyze your complaint to fully understand your expectations. To avoid delays, your cooperation may be required if we contact you for additional necessary information. 3) Final Written Response Within\u00a060 days\u00a0of receiving your complaint, you will receive a final written response explaining: How your complaint was analyzed; The elements considered in reaching our conclusion; And, if applicable, the proposed solution to resolve your complaint. *Extension of the timeframeIf your complaint is complex or requires more time to process, Synex Insurance will notify you in writing, specifying the reasons for an extension of up to\u00a030 additional days. 4) Evaluation of the Offer and Complaint Resolution We invite you to carefully review our final response.Synex Assurance and its partner firms must receive your reply within\u00a030 days, unless you request a reasonable extension in writing. You may respond with: Acceptance of the offer; Rejection of the offer; A counter-offer. Once an agreement is reached, Synex Insurance will implement the resolution within\u00a030 days unless a different timeframe is agreed upon for your benefit. If Synex Insurance does not receive a response or follow-up from you within the established timeframes, your complaint file may be closed. COMPLAINT FILE MANAGEMENT RULES Each complaint must be documented in a separate file, which must include all relevant information and documents necessary for its processing. TRANSMISSION OF THE FILE TO THE AUTORIT\u00c9 If you are not satisfied with the final decision or the handling of your complaint, you may request at any time that the file be transferred to the Autorit\u00e9. The transferred file will include all information related to the complaint. We are required to send your complaint file to the Autorit\u00e9 within\u00a015 days\u00a0of your request. SIMPLIFIED COMPLAINT HANDLING PROCESS We may resolve certain complaints through a simplified process. This applies to complaints for which we can offer: A satisfactory solution (acceptance of the solution or explanation); A resolution within\u00a020 days; Handling by a member of our customer service team (e.g., during a phone call). If we are unable to offer a solution or provide explanations that resolve your complaint through this simplified process, we will inform you in writing.Your complaint will then be handled according to the detailed steps outlined above.The time spent on the simplified process does not affect our commitment to provide a final written response within the prescribed timeframe. COMPLAINT OFFICER The firm has appointed a Complaints Officer who ensures that Synex Assurance and its partner firms comply with applicable laws regarding complaint handling and dispute resolution. The officer acts as the liaison with the Autorit\u00e9 des march\u00e9s financiers and is responsible for providing staff with all necessary information to comply with this policy and ensuring its proper implementation. Initially, SYNEX INSURANCE and its partner firms encourage any complainant to contact their representative or customer service by email at: info@synexcorp.ca POLICY ADOPTION AND AMENDMENT This Policy was adopted by Synex\u2019s Executive Council and takes effect on its adoption date. It replaces all previous versions. The version history of the Policy is available upon request from the Complaint Handling and Dispute Resolution Officer. The Officer is responsible for the Policy and its review. 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