Client Complaint Process Summary
Making a complaint
If you have a complaint about our services or a product, please contact your PIMCO Canada representative. Clients domiciled in Quebec may also complete the form from the Autorité des marchés financiers (AMF).
Tell us:
- what went wrong
- when it happened
- what you expect (for example, money back, an apology, account correction).
We will acknowledge your complaint
We will acknowledge your complaint in writing, as soon as possible, typically within five business days of receiving your complaint.
We would like to be sure that we understand your complaint and what you expect from us, so we may ask you to provide clarification or more information.
We will provide our decision
We normally provide our decision in writing, within 90 days of receiving a complaint (or 60 days for clients domiciled in Québec). It will include:
- a summary of the complaint
- the results of our investigation
- our decision to make an offer to resolve the complaint or deny it, and an explanation of our decision
If our decision is delayed
If we cannot provide you with our decision within 90 days (or 60 days for clients domiciled in Québec), we will:
- inform you of the delay
- explain why our decision is delayed, and
- give you a new date for our decision (however, for clients domiciled in Québec the additional time may not exceed 30 days).
Assessment of the offer and resolution of the complaint
If we present an offer, we give you time to assess and respond to it. We will give you enough time to seek the advice you need to make an informed decision. You may decide to accept or refuse the offer, or make a counter offer. For clients domiciled in Quebec, once we reach an agreement with you to resolve your complaint, we will implement the terms of the offer within 30 days unless you agree to a different time period.
Complaint record
For each complaint, we create a record in which we keep all the information or documents required to process your complaint. If you are domiciled in Québec, you may request to have your complaint record examined by the AMF, and we will send it to the AMF no later than 15 days after we receive your request to do so.
If you are not satisfied with our decision
If you are domiciled in Québec and are dissatisfied with our complaint resolution process or the outcome, you may request that our complaint record be examined by the AMF. The AMF provides free voluntary mediation services to clients who are dissatisfied with their firm’s complaint resolution process.
A word about legal advice
You may seek other ways of resolving your dispute. A lawyer can advise you of your options. There are time limits for taking legal action. Delays could limit your options and legal rights later on.