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A-8.2, r. 2 - Regulation respecting complaint processing and dispute resolution in the financial sector
FrançaisArticle 14
Versions de la disposition
14. A financial institution, a financial intermediary or a credit assessment agent must process any complaint it receives in a diligent manner.
To do so, it must, in particular:
1° properly document the processing of the complaint and establish a complaint record in accordance with section 18;
2° enter the complaint in the complaints register and update the register based on the information set out in section 20;
3° send the complainant, in the manner set out in section 22, the acknowledgement of receipt referred to in section 21;
4° provide the complainant with a final response referred to in section 24 as soon as possible but not later than on the 60th day following receipt of the complaint; and
5° despite subparagraph 4 and where warranted by exceptional circumstances or circumstances beyond its control, provide the complainant with a final response referred to in section 24, in writing, as soon as possible but not later than on the 90th day following receipt of the complaint.
In force: 2025-07-01
14. A financial institution, a financial intermediary or a credit assessment agent must process any complaint it receives in a diligent manner.
To do so, it must, in particular:
1° properly document the processing of the complaint and establish a complaint record in accordance with section 18;
2° enter the complaint in the complaints register and update the register based on the information set out in section 20;
3° send the complainant, in the manner set out in section 22, the acknowledgement of receipt referred to in section 21;
4° provide the complainant with a final response referred to in section 24 as soon as possible but not later than on the 60th day following receipt of the complaint; and
5° despite subparagraph 4 and where warranted by exceptional circumstances or circumstances beyond its control, provide the complainant with a final response referred to in section 24, in writing, as soon as possible but not later than on the 90th day following receipt of the complaint.
