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Complaint Processing and Dispute Resolution Policy

Introduction

We, Mageska Capital Inc. (“Mageska”), are committed to providing transparent and fair service to our clients. If you have a concern or a dispute relating to our products, services, advice, or transactions, we will ensure that your complaint is handled promptly, fairly, and in a transparent manner.

This policy explains how to submit a complaint, how it will be processed, and what recourse options are available to you.

What Constitutes a Complaint

A complaint is any expression of dissatisfaction or concern, whether written or verbal, made by a client or by a person acting on behalf of a client, concerning:

  • Our products or services;
  • The solicitation or execution of transactions;
  • The management of client funds or securities; or
  • The conduct of one of the firm’s employees.

Important: Even if a complaint is made informally, it will be acknowledged and processed in accordance with this policy.

How to Submit a Complaint

You may submit your complaint using any of the following methods:

  • By email: info@mageska.com
  • By phone: 514-360-2136
  • By mail: Mageska Capital Inc.

To the attention of the CCO
600 rue Lucien-Paiement, Suite 1030
Laval (QC) H7N 0H7

All complaints received are promptly forwarded to our Chief Compliance Officer (CCO).

How We Handle Your Complaint

Step 1: Confirmation of Receipt

Upon receiving your complaint, we will send you a written acknowledgement within ten (10) business days to confirm receipt.

Step 2: Review and Investigation

The Chief Compliance Officer will review your complaint and may request additional information if necessary. The objective is to fully understand the situation and determine the most appropriate resolution.

Step 3: Decision

Within sixty (60) calendar days of receiving your complaint, we will provide a written response outlining our decision. The decision will indicate whether:

    1. The complaint is not upheld, with reasons provided;
    2. The complaint is upheld, with a description of corrective measures; or
    3. Additional investigation is required, with an estimated additional timeframe (up to thirty (30) calendar days).

Record Keeping

We maintain a Complaint Log that includes:

  • a complaint identifier;
  • the date received;
  • the name of the employee that became aware of the complaint;
  • a description of the complaint; and
  • actions taken and follow-up performed;

All complaint records are retained for seven (7) years and securely stored to ensure confidentiality.

Recourse Options

Québec

For clients residing in Québec

If you reside in Québec and are not satisfied with the handling or outcome of your complaint, you may request that your complaint file be transferred to the Autorité des marchés financiers (AMF).

For clients residing outside Québec

  • The firm participates in the independent dispute resolution service provided by the Ombudsman for Banking Services and Investments (OBSI)
  • You may contact the OBSI if:
    • We do not issue our final decision within 90 calendar days of receiving your complaint;
    • You are dissatisfied with our final decision and contact the OBSI within 180 calendar days of that decision.

The OBSI may recommend compensation of up to $350,000 at no cost to you and on an independent basis.

OBSI Contact Information :
Email : ombudsman@obsi.ca
Phone : 1-888-451-4519 (416-287-2877 à Toronto)
Website : www.obsi.ca

Note: You may also seek other resolutions, including civil proceedings, subject to applicable limitation periods and at your own expense.

Expedited Handling of Certain Complaints

Some complaints may be resolved informally withing twenty (20) business days if the explanation or corrective action provided meets your expectations.

If you are not satisfied, you will be notified in writing, and your complaint will proceed through the formal process.

This expedited process does not affect your right to receive a final written response.

Need Assistance?

If you have questions or require assistance, please contact us directly. You may also consult our complete Complaints Policy.

Last updated: November 2025