At Excel Private Wealth (Excel) we’re committed to providing the best possible customer experience and take client complaints very seriously. If you have a concern about Excel or the service you have received, we want to work with you to resolve it as efficiently as possible.
A client complaint is a situation where a client has experienced dissatisfaction with a product or service and wishes to report this to Excel. Each client that is not satisfied has the right to make a complaint and to seek resolution of the concern.
All client complaints are received and reviewed by our Chief Compliance Officer and his team who will work with you directly to attempt to resolve the concern. Everyone at Excel has a responsibility to our clients to ensure that all complaints are dealt with fairly and promptly.
Step 1: Tell us about your complaint
- Complete the form below, or
- Call our office 1-866-980-1580 ext. 306, or
- Email: firstname.lastname@example.org, or
- Mail a written complaint to:
- Excel Private Wealth, 2851 King. St. W., Sherbrooke, QC J1L 1C6
Step 2: Acknowledgement & Review
An acknowledgement and the contact information for the Compliance Officer handling your complaint will be provided to you within five (5) business days of receipt of your complaint. You may contact the individual handling your complaint at any time to provide further information or to inquire about the status of the complaint. Should we require additional information, the Compliance Officer will contact you promptly to obtain the necessary information.
Step 3: Response
We will provide a written response within 90 days unless we are waiting for additional information from you or if the case is very unusual or complicated. If you still have concerns after you receive our final response, you may wish to contact the Mutual Fund Dealers Association (MFDA outside of Quebec) or the Authorité des marchés financiers (AMF in Quebec). We will provide information on how to contact the MFDA or the AMF with our final response.