Complaint handling

What you need to know about handling a complaint at Nymbus Capital Inc.

Nymbus Capital Inc. (“Nymbus”), has established an effective customer complaint handling framework that meets the quality standards set out in the regulations. Nymbus’ complaint handling process provides customers who allege misconduct in the handling of their account(s) with an objective dispute resolution review and investigation service and a response within a clearly defined timeframe.

Misconduct includes, but is not limited to: breach of confidentiality, theft, fraud, misappropriation or unlawful use of funds or securities, forgery, misrepresentation or unauthorized transactions, other unauthorized financial transactions, and unauthorized activities outside Nymbus.

For any customer service dissatisfaction, we invite you to contact your Portfolio Manager and the situation will be addressed immediately and every effort will be made to resolve it quickly.

1) To file a complaint with Nymbus
Complaints may be submitted in writing to the following address or by email:

Nymbus Capital Inc.
1430-1800 McGill College
Montreal, Quebec H3A 3J6

Telephone: (514) 985-1138
Fax: 1 866 885-6955
E-mail: info@nymbus.ca
Website: www.nymbus.ca

It is advisable to describe in this letter the misconduct complained of, the harm suffered, and the corrective action requested. Nymbus shall record the complaint, whether written or verbal, in its complaints database and shall acknowledge it in writing to the Customer within five (5) working days of receipt of such complaint.

2) If you are unable to resolve the matter after following step 1 above, you may contact the Autorité des marchés financiers (AMF) or the OBSI as appropriate.

Quebec Residents :
Autorité des marchés financiers
Place de la Cité, tour Cominar
2640, boul. Suite 400
Sainte-Foy QC G1V 5C1

Telephone: Toll-free 1-877-525-0337
Quebec City: 418-525-0337
Montreal: 514-395-0337
Fax: 418-647-9963
E-mail: renseignements-consommateur@lautorite.qc.ca
Website: www.lautorite.qc.ca

Residents of other provinces :
For those living elsewhere in Canada, please contact the Ombudsman for Banking Services and Investments (OBSI).
Complaints may be submitted in writing to the following address or by email:
Ombudsman for Banking Services and Investments (OBSI)
20 Queen Street West, Suite 2400
P.O. Box 8

Toronto, Ontario M5H 3R3
Toll-free telephone service: 1-888-451-4519
Toll-free fax service: 1-888-422-2865
Telephone (Toronto): 416-287-2877
Fax (Toronto): 416-225-4722
E-mail: ombudsman@obsi.ca
Website: www.obsi.ca