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.
Current or former clients who have entered into an investment management agreement with BlackRock Asset Management Canada Limited 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 business 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, and explanation.
- 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. Upon request, we will send your complaint record to the AMF.