LBCFS Customer

Complaints

Steps to follow – LBC Financial Services Inc.* (Mutual Funds and Financial Services)

STEP 1:
Start by contacting your branch manager or the Laurentian Bank Telebanking Center:
Phone: 514-522-1846 or toll-free 1-800-522-1846
Send an email

STEP 2:
If you are not satisfied with the response you received, please contact the management team at LBC Financial Services (your “broker”) in writing using the following contact information:

LBC Financial Services
Complaints Management
1360 René-Lévesque Boulevard West, suite 630
Montréal, Quebec H3G 0E9
Fax: 514-284-6982
complaint-lbcfs@laurentianbank.ca

Upon receipt of your complaint, your broker will confirm receipt within five working days and will reply within 56 days.

STEP 3:
If the issue is still not resolved to your satisfaction after the second step, please contact the Laurentian Bank Head of Complaints Resolution, preferably in writing, using the following contact information:

Laurentian Bank
Head of Complaints Resolution
1360 René-Lévesque Boulevard West, suite 600
Montréal, Quebec H3G 0E5
Phone: 514-284-7192 or toll-free 1-800-479-1244
Fax: 514-284-7194 or toll-free 1-800-473-4790
HCR@laurentianbank.ca

Upon receipt of your complaint, the Laurentian Bank Head of Complaints Resolution Office will reply within 56 days.

In the following cases, you may file a complaint with the Ombudsman for Banking Services and Investments (OBSI) after communicating with your broker about the issue:

Your broker did not respond to your complaint in writing within 56 days of receiving it.
Your broker responded to your complaint, but you are not satisfied with the response. In this case, you have up to 180 working days after receiving the broker’s response to submit your complaint to the OBSI.

OBSI
20 Queen Street West, Suite 2400, P.O. Box 8
Toronto, Ontario M5H 3R3
Phone: toll-free 1-888-451-4519, ext. 2259
Fax: 416-225-4722 or toll-free 1-888-422-2865
ombudsman@obsi.ca

Please note that at any time you can contact the agency that regulates your home province using one of the following means of communication:

Province of Quebec
Autorité des marchés financiers
Place de la Cité, Cominar Tower
2640 Laurier Boulevard, Suite 400
Quebec, Quebec G1V 5C1
Phone: 514-395-0337 or toll-free 1-877-525-0337
Fax: 514-873-3090
www.lautorite.qc.ca

Other Canadian provinces
Mutual Fund Dealers Association of Canada
121 King Street West, Suite 1000
Toronto, Ontario M5H 3T9
Phone: 416-361-6332 or toll-free 1-888-466-6332
Fax: 416-361-9073
complaints@mfda.ca
www.mfda.ca

OTHER RECOURSES
To file a complaint regarding the protection of your personal information, you can contact the Office of the Privacy Commissioner of Canada:

30 Victoria Street
Gatineau, Quebec K1A 1H3
Tel.: 819-994-5444 or 1-800-282-1376 (toll-free)
Fax: 819-994-5424

You may also contact relevant provincial authorities in your province of residence. For more information, download the LBC Financial Services “Achieving Customer Satisfaction - LBC Financial Services” brochure.

* LBC Financial Services Inc. (“LBCFS”) is a subsidiary of Laurentian Bank of Canada (“Bank”). LBCFS is a corporate entity separate from Laurentian Bank, B2B Bank Financial Services Inc., B2B Trustco, and any other issuer.