Clients located in Quebec may file a complaint with us by following the process described in this document. For clients outside Quebec, please contact your relationship manager regarding the complaints handling process.
A complaint is an expression of dissatisfaction or reproach regarding a product or service provided by BlackRock Asset Management Canada Limited (BlackRock Canada) where the client expects BlackRock Canada to take action to address the matter.
Current or former clients who have entered into an investment management agreement with BlackRock Canada may make a complaint by contacting their relationship manager via email, phone, or mail. Clients may also validly file a complaint using the Complaint Form available on the website of the Autorité des marchés financiers (AMF). Clients have the right to receive assistance in filing a complaint and can obtain information about the complaint procedure by contacting their relationship manager.
We will take the following approach to handling client complaints
- Acknowledgement: Complaints will be acknowledged in writing within ten days by our Client Complaints Team.
- Investigation: The Client Complaints Team or a senior employee will oversee the research and investigation of the complaint, maintaining a record of all necessary information and documents.
- Response: Subject to item 4, below, a written response will be provided within 60 days, including a summary of the complaint, investigation results, decision, explanation and, where applicable, any proposed resolution.
- Assessment: Where BlackRock Canada proposes a resolution, clients will be provided a reasonable opportunity to assess the proposal before accepting, rejecting, or making a counterproposal.
- Exceptional circumstances: In exceptional circumstances or situations beyond our control, we may be unable to provide a written response within 60 days. Should such a situation arise, we will inform you of the delay, explain why our decision is delayed, and provide a new date for our decision. However, please note that our final written response may be provided no later than ninety days following the receipt of the complaint.
Right to request an examination: Clients have the right to request an examination of the complaint record by the AMF if they are dissatisfied with the handling of their complaint or our response. Upon request, we will send your complaint record to the AMF within 15 days.
Simplified process for certain complaints: BlackRock Canada may follow a simplified process for certain complaints. This process is for complaints that we can resolve to the client’s satisfaction within 20 days. If the complaint cannot be resolved through this process, it will continue to be handled in accordance with the complaint process described above.