Complaint Settlement

We’re here to support you.

National Bank Financial - Wealth Management® offers a wide range of products and services. It is therefore important for us to ensure that you can easily contact us with any questions or comments regarding them.

Your satisfaction is important. If your experience did not meet your expectations, we would appreciate your feedback. We have implemented a simple and free process to handle your feedback, concerns, or complaints. This process is based on listening to and understanding your concerns.

Contact us

Many situations can be clarified by contacting your wealth management advisory team. They are committed to responding to you as quickly as possible.

File a complaint

If we’re unable to provide you with a satisfactory response, you can file a complaint by contacting the department responsible at the following coordinates:

National Bank Financial
Legal Affairs
Client Relationship and Complaints
Advisory Services

1155 Metcalfe Street, 4th Floor
Montreal, Quebec, H3B 4S9

Phone:
514-879-2222 (Montreal and surrounding areas)
1-800-361-8868 (Elsewhere in Canada)

Email: NBFComplaintWealthManagement@nbc.ca

To help us better understand your situation, please include the following information with your complaint:

  • Your name and contact information;
  • Your account number;
  • A brief description of the situation (with important dates);
  • The resolution you are seeking; and
  • Any documents or information that may help us better understand your complaint.

Next steps:

  • Within 5 days of receiving your complaint, an acknowledgment will be sent to you, providing the name and contact information of the person responsible for handling your complaint.
  • This person will contact you to discuss your complaint.
  • Within a maximum of 60 days following the receipt of your complaint, a final response will be sent to you, explaining the results of the analysis conducted. If additional time is required to process your complaint, you will be informed in writing.
  • If a settlement offer is proposed, you will be given time to evaluate the offer and provide your response.

Other options

If you are not satisfied with the handling of your complaint or the final response provided, other options are available:

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 the 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 the use of the service concerning 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 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.

Authentication

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.

Little details that matter

® NATIONAL BANK FINANCIAL is a registered trademark of National Bank of Canada.