Complaint Processing and Dispute Resolution

If you are dissatisfied with a product or service provided by Sonance Wealth Partners Ltd., please let us know. We will review your concerns and work with you to seek an appropriate resolution.

How to submit a complaint

You may submit a complaint in writing by email or mail to:

To help us review your complaint, please include:

• Your name and contact information.
• A description of the issue, including the relevant dates, people involved, and any supporting documents.
• The outcome or corrective action you are seeking.

You may submit your complaint using the Autorité des marchés financiers’ complaint form or in another written format. The AMF’s complaint form is available on its website: https://lautorite.qc.ca/grand-public/assistance-et-plainte

If you need help formulating your complaint, please contact us using the details above.

Our complaint process

Once we receive your complaint, we will:

1. Determine promptly whether your communication meets the definition of a complaint and open a complaint record where applicable.
2. Send you written acknowledgement of receipt within 10 calendar days. The acknowledgement will confirm the date we received your complaint, provide a complaint reference number, explain how you may obtain status information, indicate the expected processing timeframe, and provide this summary of our complaint process.
3. Review the complaint fairly and diligently. We may contact you for clarification, supporting information, or documents necessary to understand and assess the matter.
4. Provide our written final response within 60 calendar days after receiving your complaint. Our response will summarize your complaint, explain our review, set out our decision, and, where applicable, describe any proposed resolution.

In exceptional circumstances or circumstances beyond our control, additional time may be required. If so, we will notify you in writing within the initial 60-day period, explain why additional time is required, and provide the date by which we expect to provide our final response. We will provide our final written response no later than 90 calendar days after receiving your complaint.

For certain complaints that can be resolved to your satisfaction within 20 calendar days, we may use a simplified process. If we cannot resolve the matter within that period, we will continue to process it under the process described above.

Where we make an offer to resolve a complaint and you accept it, we will implement the offer within 30 calendar days, unless another timeframe is agreed with you and is in your interest.

Requesting AMF review

If you are dissatisfied with how we handled your complaint or with our final response, you may ask us, or ask the AMF directly, to transfer your complaint record to the Autorité des marchés financiers for examination.

You may make this request using the AMF’s Form to request the transfer of a file to the AMF or by another means, including email.

Upon receipt of a request for examination, we will transfer the complete complaint record to the AMF within 15 calendar days. The AMF will examine the record and may offer conciliation or mediation services where appropriate. These dispute-resolution services are voluntary; the AMF cannot require either party to participate. The complaint process does not interrupt any applicable limitation period for commencing a legal proceeding.

Questions and status updates

You may contact the Complaints Officer using the contact details above to:

• Ask about the status of your complaint.
• Provide additional information or relevant new facts.
• Ask questions about our complaint-processing process or final response.
• Request assistance in formulating a complaint.