Complaint Handling

We are committed to treating all clients with respect and professionalism.

We understand the importance of addressing concerns promptly and fairly. We have established a clear protocol to ensure that all complaints or issues, whether related to our products, services, or other matters are acknowledged and assigned quickly, and processed in a timely, consistent, and courteous manner.

Our goal is to provide accurate and fair resolutions while maintaining open and respectful communication throughout the process.

A complaint is a communication that meets the following conditions:

• It expresses a reproach or dissatisfaction in respect of a service or product we offer.
• It is communicated by a person who is a member of our clientele.
• It expresses an expectation, explicit or not, that action be taken by us to address the situation.

You may file a complaint by contacting us through:

Phone: 514-908-1835

Email: compliance@xn.com

Mail:
600 De Maisonneuve Ouest, Suite 2310
Montreal (Quebec)
H3A 3J2

Our offices are open from Monday to Friday, from 8 :30 AM to 17h00.

You may also complete the form directly from the Autorité des marchés financiers (AMF) website.

Please ensure that all required documents are attached to your complaint.

This process is for complaints that we can resolve to the client’s satisfaction within 20 days.

We consider a complaint to be resolved to your satisfaction when you accept our proposed solution to your complaint or when the explanations we provide to you are sufficient to resolve your complaint.

Under the simplified process, complaints may be referred to a member of our service team and could be handled verbally (e.g., in a phone call).

If we cannot propose a satisfactory solution or provide explanations sufficient to resolve your complaint under this process, we will notify you in writing. Your complaint will then be forwarded to the appropriate Manager and/or the Compliance department. You may also request that your complaint be transferred directly to the Manager and/or the Compliance department if you are unsatisfied with the response you received.

Your complaint will continue to be processed in accordance with the steps described hereinunder.

WE ACKNOWLEDGE RECEIPT OF YOUR COMPLAINT
If you have requested it, or if your complaint could not be resolved through the simplified process describe above and was escalated to another representative, we will send you a written acknowledgment of receipt within 10 days of that representative receiving your complaint.

WE ANALYZE THE COMPLAINT
We make sure we understand your complaint and what you expect from us. If necessary, we will contact you to request additional information.

WE PROVIDE A WRITTEN FINAL RESPONSE
We provide you with a final response in writing within 60 days. In our response, we explain how we analyzed your complaint and what led to our response and, if possible, the proposed solution to your complaint.

Contact us if you have any questions or comments regarding our response.

Extension of the period for providing our final response

Your complaint may take longer to process or be more complex than anticipated, in which case we may determine that additional time is required for the analysis of your complaint. The additional time may not exceed 30 days. In this case, we will notify you in writing, indicating the circumstances warranting the extension.

ASSESSMENT OF THE OFFER AND RESOLUTION OF THE COMPLAINT
When we offer a proposed resolution to a client, we provide a reasonable period for them to consider the offer. The timeframe is determined by the complexity of the complaint and ensures that the client has sufficient time to seek independent advice before deciding whether to accept, decline, or present a counteroffer.

Once a resolution has been mutually agreed upon, XN will implement the terms within 30 days unless a different timeframe is negotiated that is in the client’s best interest.

For each complaint, we create a record in which we keep all the information or documents required for the processing of your complaint.

EXAMINATION OF THE COMPLAINT RECORD BY THE AMF
At this stage, if you still remain unsatisfied with the response we provided or how your complaint was processed, you can contact us to request to have your complaint record examined by the Autorités des Marchés Financiers (AMF) at any time. You can also make the request directly to the AMF.

In either case, we are required to send your complaint record to the AMF no later than 15 days following receipt of your request.