Complaint Handling and Dispute Resolution Policy
At PMT ROY Agency, our priority is our clients’ complete satisfaction. You can help us reach this objective by giving us your feedback.
If you are not happy with the quality of the products and/or services you received from us, please let us know. In order to quickly and fairly resolve any issues, we have developed and implemented a complaint and dispute resolution process. Know that we carefully analyze all complaints we receive from our clients.
Step 1: Contact your representative
Most situations can be resolved by your representative. They know your file well, and know the different people and organizations involved. Contact your representative to share your concerns, dissatisfaction or issue. They should be able to solve the problem in a reasonable timeframe.
Step 2: Ask to speak to management
If your representative was not able to resolve the matter to your entire satisfaction, ask to speak to their supervisor. More complex situations sometimes require the involvement of someone with more experience, knowledge and authority.
Step 3: Contact the complaint and dispute resolution manager
If steps 1 and 2 did not correct the situation, you can express your dissatisfaction verbally or in writing to our complaint and dispute resolution manager. They will conduct a careful examination of your complaint.
Here is the contact information for the complaint and dispute resolution manager:
Mathieu Perrault, Complaint and Dispute Resolution Manager at PMT ROY Agency
PMT ROY Agency
955 Pierre-Bertrand Blvd., Suite 140
Québec City, Quebec G1M 2E8
To provide the complaint and dispute resolution manager with all the information needed, be sure to include the following:
- Your personal contact information and insurance policy number
- A description of the harm you believe you are suffering or suffered (e.g. I was deprived of my vehicle for three days)
- What you are reproaching our firm for (e.g. the representative did not take the appropriate actions)
- The corrective measures you are requesting (e.g. I want my driving record to be corrected)
- We will send you an acknowledgement of receipt within 5 days of receiving your letter.
The complaint and dispute resolution manager will analyze your complaint and give you an answer at the latest 30 days after receiving all the information needed.
Step 4: Request that your complaint be transferred to the Autorité des marchés financiers
The distribution of financial products in Quebec is governed by the Autorité des marchés financiers (AMF). If you are not satisfied with the examination of your complaint or the decision rendered by our complaint and dispute resolution manager, you can request that it be transferred to the Autorité des marchés financiers for analysis.
There are two AMF offices:
In Québec City
Place de la Cité, Cominar Tower
2640 Laurier Blvd., Suite 400
Québec City, Quebec G1V 5C1
800 Square Victoria St.
P.O. box 246, Place Victoria
Montréal, Quebec H4Z 1G3
You will find information on this subject on the AMF’s website: