Summary of Nymbus’ Complaint Policy

At Nymbus Capital Inc. (“Nymbus”), we recognize that maintaining our clients’ trust is essential to our business. We take all complaints seriously and are committed to resolving them fairly, promptly, and transparently.

What is a Complaint?

A complaint is defined as an expression of dissatisfaction or reproach from a client regarding the services or products we provide, along with the expectation that we take corrective action. This may include a request for compensation, an apology, or any other measure to address or resolve the issue that gave rise to the complaint.

Note: Requests for information, corrections of clerical errors, or general feedback are not considered complaints.

How to File a Complaint

You may submit a complaint using the method most convenient for you. You also have the option of completing the complaint form provided by the Autorité des marchés financiers (AMF). If needed, we’re available to assist you with the process.

Nymbus Capital Inc.
ATTN: Designated Complaints Officer
1002, rue Sherbrooke West, Suite 1900
Montreal (Quebec) H3A 3L6
514-931-1138 ou 1-833-227-2656
compliance@nymbus.ca

Complaint Handling Process

For certain complaints, we may use a simplified process aimed at resolving the issue quickly and informally. This approach is typically used when the complaint can be resolved to your satisfaction within 20 days.

If your complaint cannot be resolved this way—due to its complexity or nature—it will be handled through the standard process outlined below:

1. Acknowledging Your Complaint

We will send you a written confirmation within 10 days of receiving your complaint. This includes information about the next steps and your right to request a review by the AMF.

2. Reviewing Your Complaint

We’ll carefully analyze your complaint and clarify what outcome you’re seeking. If needed, we may contact you for additional information to better understand the issue.

3. Providing a Final Written Response

You’ll receive our final decision in writing within 60 days. This outlines the steps we took to analyze your complaint, the reasoning behind our conclusion, and, where applicable, a proposed solution.

We encourage you to reach out to us, if you have any questions or feedback.

Note: If your complaint requires more time to review, we may extend our response period by up to 30 days. We’ll inform you in writing and explain why.

4. Resolution of the Complaint

If we offer a resolution, you’ll have time to review it and seek advice. You may accept, refuse, or propose changes. Once agreed, we’ll apply the resolution within 30 days, unless another timeline is better for you.

Accepting our offer doesn’t limit your right to contact the AMF or other regulators.

Simplified Complaint Process

Some complaints may be resolved informally within 20 days—often by phone. If our solution or explanation satisfies you, the matter is considered resolved.

If not, we’ll notify you in writing and continue with our standard process. This does not affect your right to receive a written final response.

If You’re Not Satisfied

If you’re unhappy with the outcome or haven’t received a final response within the expected timeframe, you have options:

1. Request a Review by the AMF

Complete the AMF request form and return it to us. We’ll send your full complaint record to the AMF within 15 days of receiving your request.

2. Contact the Ombudsman for Banking Services and Investments (OBSI)

OBSI provides free, independent dispute resolution. You must contact them within 180 days of receiving our final response. They can recommend up to $350,000 in compensation.

Phone: 416-287-2877 or 1-888-451-4519 (toll-free)

If you’re seeking more, you may consider legal action or another dispute resolution method. You can also consult a lawyer at any time.

Need Help?

If you have questions or need guidance with the complaint process, feel free to contact us. You can also access our full policy here.

Effective as of July 1, 2025