User agreement

Making a complaint

As a full-service investment dealer, National Bank Financial offers access to a broad range of investment products and services. It is therefore important to us to ensure that you feel comfortable contacting us whenever you have a question or comment concerning our products or services.

Of course, we welcome feedback about all of your experiences concerning your investment relationship with us, but should you have an unfavourable experience, we value the opportunity to improve the products and services that we offer to you. Your business and ongoing relationship with our firm are very important to us and the satisfaction of our clientele is very high on our list of priorities.

Please feel free to contact us via email, telephone, fax, regular mail or in person at your branch with your questions or comments. A complaint could relate to dissatisfaction with the services provided by your Wealth Advisor, the firm or the services and products offered to you. We invite you to speak to your Wealth Advisor, Manager, Regional Manager or to direct your complaint to our Legal Affairs Department at the following address:

National Bank Financial
Legal Affairs Department
Client Relationship and Complaints Advisory Services

800 Saint-Jacques Street
Montreal, Quebec H3C 1A3
Montreal area: 514-879-2222
Elsewhere in Canada: 1-800-361-8838
Fax: 514-861-2877

In order to allow us to analyse your complaint, please include the following details when you contact us:

  • Your name, contact information, and account number as well as the particular circumstances and details of your complaint, notably, the date on which the event took place.
  • All relevant documentation, including details of meetings and/or discussions following those meetings that might clarify the situation.

We will acknowledge the receipt of your complaint in writing within 5 business days, giving you the name and the contact information of the person analyzing the complaint. Should you have any questions concerning the advancement of the file, we invite you to contact this person directly. Rest assured that we will do our utmost to settle your complaint fairly and quickly.

We will contact you in writing at the latest 90 days after our investigation begins detailing the results and conclusions of our inquiry as well as the options available to you if the problem has not been resolved to your satisfaction.

Electronic Brokerage Service User Agreement

In exchange for the right to access the service provided by National Bank Financial, it is hereby agreed as follows:

Use of the Internet
You hereby acknowledge that the security, integrity and confidentiality of information exchanged between you and National Bank Financial via the Internet cannot be guaranteed because the information could be viewed or altered by a third party during such exchanges.

Consequently, we also ask you not to send buy or sell orders, funds transfers or other directives by Internet, since the sender of these communications cannot be identified with certainty by National Bank Financial due to their means of transmission.

Limitation of Responsibility and Damages
You expressly agree that use of the service is at your own risk. Neither National Bank Financial nor the legal entities in its group, nor any of their employees, representatives, external suppliers or providers of licensed content guarantee that the service will not be interrupted or is error-free. They provide no guarantee of results that may be obtained from use of the service with respect to the accuracy, reliability or content of the information or the services provided.

Verification of Information
You must verify the accuracy of account information with your Wealth Advisor before giving your Advisor any trading directives.

Information on your accounts and on exchange-traded securities is not provided to you for legal, accounting, taxation or other uses, and must not be used for these purposes. Only your transaction confirmation and your portfolio statement sent by mail constitute official proof.

National Bank Financial is not obliged to verify the actual identity or authority of any password user, or the authenticity of the user identification and account number assigned to you. You are responsible for maintaining the confidentiality and security of your password, user identification and account number.

National Bank Financial shall not be responsible for damages arising from improper use or fraudulent use of your password, user identification and account number.

Service Interruptions and Termination of Service
National Bank Financial has the right to modify or interrupt at any time any or all parts or features of the service, notably the content, hours of availability and hardware required to access or use the service. You agree that National Bank Financial may suspend or terminate your access to the service for any reason and without prior notice.