{"id":3221,"date":"2025-11-12T18:48:37","date_gmt":"2025-11-12T23:48:37","guid":{"rendered":"https:\/\/www.mageska.com\/?page_id=3221"},"modified":"2025-11-13T15:37:06","modified_gmt":"2025-11-13T20:37:06","slug":"complaints-policy","status":"publish","type":"page","link":"https:\/\/www.mageska.com\/en\/complaints-policy\/","title":{"rendered":"Complaints policy"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"3221\" class=\"elementor elementor-3221\" data-elementor-post-type=\"page\">\n\t\t\t\t<div class=\"elementor-element elementor-element-231b09 e-flex e-con-boxed e-con e-parent\" data-id=\"231b09\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-7b94f62 elementor-widget elementor-widget-html\" data-id=\"7b94f62\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"html.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<style class=\"accordion-closed-on-load\">\r\nbody:not(.elementor-editor-active) .elementor-widget-accordion .elementor-tab-content {\r\ndisplay: none!important;\r\n}\r\n<\/style>\r\n<script>\r\nwindow.addEventListener('load', function() {\r\nsetTimeout(function(){\r\ndocument.querySelector('.accordion-closed-on-load').remove();\r\nlet accordionsElems = document.querySelectorAll('.elementor-widget-accordion')\r\naccordionsElems.forEach(e => {\r\nlet activeTitle = e.querySelector('.elementor-tab-title.elementor-active');\r\nlet activeContent = e.querySelector('.elementor-tab-content.elementor-active')\r\njQuery(activeContent).hide();\r\nactiveTitle.classList.remove('elementor-active');\r\nactiveContent.classList.remove('elementor-active');\r\nactiveContent.setAttribute('hidden','hidden');\r\nactiveTitle.setAttribute('aria-expanded',false);\r\nactiveTitle.setAttribute('aria-selected',false);\r\nactiveTitle.setAttribute('tabindex',-1);\r\n});\r\n},100);\r\n});\r\n<\/script>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a789957 elementor-widget elementor-widget-heading\" data-id=\"a789957\" data-element_type=\"widget\" data-e-type=\"widget\" id=\"_top\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\">Complaint Processing and Dispute Resolution Policy<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9a15a21 elementor-widget elementor-widget-heading\" data-id=\"9a15a21\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Introduction<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-679ede8b elementor-widget elementor-widget-text-editor\" data-id=\"679ede8b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>We, Mageska Capital Inc. (\u201c<strong>Mageska<\/strong>\u201d), 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.<\/p><p>This policy explains how to submit a complaint, how it will be processed, and what recourse options are available to you.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-68575db elementor-widget elementor-widget-heading\" data-id=\"68575db\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">What Constitutes a Complaint<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-673f626 elementor-widget elementor-widget-text-editor\" data-id=\"673f626\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>A <strong>complaint<\/strong> 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:<\/p><ul><li>Our products or services;<\/li><li>The solicitation or execution of transactions;<\/li><li>The management of client funds or securities; or<\/li><li>The conduct of one of the firm\u2019s employees.<\/li><\/ul><p><strong>Important:<\/strong> Even if a complaint is made informally, it will be acknowledged and processed in accordance with this policy.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3043de3 elementor-widget elementor-widget-heading\" data-id=\"3043de3\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">How to Submit a Complaint<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e114105 elementor-widget elementor-widget-text-editor\" data-id=\"e114105\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>You may submit your complaint using any of the following methods:<\/p><ul><li><strong>By email:<\/strong> info@mageska.com<\/li><li><strong>By phone:<\/strong> <a href=\"tel:514-360-2136\">514-360-2136<\/a><\/li><li><strong>By mail:<\/strong> Mageska Capital Inc.<\/li><\/ul><p style=\"padding-left: 240px;\">To the attention of the CCO<br \/>600 rue Lucien-Paiement, Suite 1030<br \/>Laval (QC) H7N 0H7<\/p><p>All complaints received are promptly forwarded to our Chief Compliance Officer (CCO).<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-baf6f77 elementor-widget elementor-widget-heading\" data-id=\"baf6f77\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">How We Handle Your Complaint<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-21de206 elementor-widget elementor-widget-text-editor\" data-id=\"21de206\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><strong>Step 1: Confirmation of Receipt<\/strong><\/p><p>Upon receiving your complaint, we will send you a <strong>written acknowledgement within ten (10) business days<\/strong> to confirm receipt.<\/p><p><strong>Step 2: Review and Investigation<\/strong><\/p><p>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.<\/p><p><strong>Step 3: Decision<\/strong><\/p><p>Within <strong>sixty (60) calendar days<\/strong> of receiving your complaint, we will provide a written response outlining our decision. The decision will indicate whether:<\/p><ul><li style=\"list-style-type: none;\"><ol><li>The complaint is not upheld, with reasons provided;<\/li><li>The complaint is upheld, with a description of corrective measures; or<\/li><li>Additional investigation is required, with an estimated additional timeframe (up to thirty (30) calendar days).<\/li><\/ol><\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-561ba7e elementor-widget elementor-widget-heading\" data-id=\"561ba7e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Record Keeping<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7668c94 elementor-widget elementor-widget-text-editor\" data-id=\"7668c94\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>We maintain a <strong>Complaint Log<\/strong> that includes:<\/p><ul><li>a complaint identifier;<\/li><li>the date received;<\/li><li>the name of the employee that became aware of the complaint;<\/li><li>a description of the complaint; and<\/li><li>actions taken and follow-up performed;<\/li><\/ul><p>All complaint records are retained for <strong>seven (7) years<\/strong> and securely stored to ensure confidentiality.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c6bafb4 elementor-widget elementor-widget-heading\" data-id=\"c6bafb4\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Recourse Options<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1bb474a elementor-widget elementor-widget-text-editor\" data-id=\"1bb474a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><strong>Qu\u00e9bec<\/strong><\/p><p><strong>For clients residing in Qu\u00e9bec<\/strong><\/p><p>If you reside in Qu\u00e9bec and are not satisfied with the handling or outcome of your complaint, you may request that your complaint file be transferred to the Autorit\u00e9 des march\u00e9s financiers (AMF).<\/p><p><strong>For clients residing outside Qu\u00e9bec<\/strong><\/p><ul><li>The firm participates in the independent dispute resolution service provided by the <strong>Ombudsman for Banking Services and Investments (OBSI)<\/strong><\/li><li>You may contact the OBSI if:<ul><li>We do not issue our final decision within<strong> 90 calendar days<\/strong> of receiving your complaint;<\/li><li>You are dissatisfied with our final decision and contact the OBSI within <strong>180 calendar days<\/strong> of that decision.<\/li><\/ul><\/li><\/ul><p>The OBSI may recommend <strong>compensation of up to $350,000<\/strong> at no cost to you and on an independent basis.<\/p><p><strong>OBSI Contact Information :<br \/><\/strong>Email : <a href=\"mailto:ombudsman@obsi.ca\">ombudsman@obsi.ca<\/a><br \/>Phone : 1-888-451-4519 (416-287-2877 \u00e0 Toronto)<br \/>Website : <a href=\"http:\/\/www.obsi.ca\">www.obsi.ca<\/a><\/p><p><strong>Note:<\/strong> You may also seek other resolutions, including civil proceedings, subject to applicable limitation periods and at your own expense.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-035a35b elementor-widget elementor-widget-heading\" data-id=\"035a35b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Expedited Handling of Certain Complaints <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-dfb708f elementor-widget elementor-widget-text-editor\" data-id=\"dfb708f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Some complaints may be resolved informally <strong>withing twenty (20) business days<\/strong> if the explanation or corrective action provided meets your expectations.<\/p><p>If you are not satisfied, you will be notified in writing, and your complaint will proceed through the formal process.<\/p><p>This expedited process does not affect your right to receive a final written response.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c50fc2f elementor-widget elementor-widget-heading\" data-id=\"c50fc2f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Need Assistance?<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-556b421 elementor-widget elementor-widget-text-editor\" data-id=\"556b421\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>If you have questions or require assistance, please contact us directly. You may also consult our complete <a href=\"\/wp-content\/uploads\/2025\/11\/Complaints-Policy_Nov-2025.pdf\" target=\"_blank\" rel=\"noopener\">Complaints Policy<\/a>.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-442913a e-flex e-con-boxed e-con e-parent\" data-id=\"442913a\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-9345040 elementor-widget elementor-widget-text-editor\" data-id=\"9345040\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><strong><em>Last updated<\/em><\/strong><em>: November 2025<\/em><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Complaint Processing and Dispute Resolution Policy Introduction We, Mageska Capital Inc. (\u201cMageska\u201d), 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 [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":1000,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-3221","page","type-page","status-publish","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.1.1 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Politique de confidentialit\u00e9 - Mageska Capital<\/title>\n<meta name=\"description\" content=\"La protection de vos donn\u00e9es est essentielle pour Mageska Capital. 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