Complaint Summary Process

Summary of Our Complaint Processing and Dispute Resolution Policy

Beutel, Goodman & Company Ltd. (“BG” or “we”) has policies and procedures to respond to client complaints promptly and in such a manner that remains objective and considers the interests of the client.

Filing a Complaint Regarding Our Services

We make sure complaints are promptly addressed.

What is a Complaint?

A client complaint expresses a reproach or dissatisfaction in respect to our services and your expectation that we take action to address your complaint.

How to File a Complaint

If you are not satisfied with any aspect of our service, we encourage you to contact your primary contact at BG. If you are unhappy with the response you receive, you can escalate the matter through our formal complaints process. You can file a complaint with BG whichever way is most convenient for you — you can find our contact details below. We can help you file your complaint.

If you reside in Quebec (“Quebec Client”), you may also complete the form from the Autorité des marchés financiers (AMF).

Contact

Phone: 416-485-1010
E-mail: complaints@beutelgoodman.com

Mail:
Beutel, Goodman & Company Ltd.
20 Eglinton Ave W., Suite 2000
P.O. Box 2005
Toronto, Ontario M4R 1K8
Attention: Chief Compliance Officer

Our office is open from 9:00 a.m. to 5:00 p.m., Monday to Friday.

Steps in the BG Complaint Process

For certain complaints, we may follow a Simplified Process whereby we try to propose a means of resolving the issue; this Simplified Process is described below. If we are unable to resolve your complaint according to the Simplified Process or if the nature or complexity of your complaint is such that the complaint does not lend itself to such process, then the complaint is processed according to the Standard Process, which is described later in this document.

Simplified Process for Certain Complaints

We may follow a Simplified Process 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 explanation or a proposed resolution.

Under the Simplified Process, complaints may be referred to a relevant member of our team and handled verbally (e.g., in a phone call). However, if we determine that we cannot propose a satisfactory resolution or provide an explanation sufficient to resolve your complaint under this Simplified Process, we will notify you in writing. Your complaint will continue to be processed in accordance with the Standard Process.

The time that we take when trying to resolve your complaint under the Simplified Process does not affect our obligation to provide you with our written final response within the required time-period of 90 days (60 days for Quebec Clients with an additional 30 days if an extension is required).

Standard Process for All Other Complaints

• We acknowledge receipt of your complaint
  

  We will send you an acknowledgement of receipt in writing within five business days of receiving your complaint.

• We analyze the complaint
  

  We will make sure we understand your complaint and what you are asking from us. If necessary, we will contact you to request additional information.

• We provide a written final response
  

  We will provide you with a final response in writing within 90 days. If you are a Quebec Client, we will provide you with a final response in writing within 60 days. In our response, we will explain how we analyzed your complaint, what led to our response and, if possible, the proposed resolution to your complaint.

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

  Extension period for providing final responses to Quebec Clients

  For Quebec Clients, a complaint may take longer to process or be more complex than anticipated; in such cases, we may determine that additional time than the initial 60 days is required for the analysis of your complaint. The additional time will not exceed 30 days and we will notify you in writing, indicating the circumstances warranting the extension.

• Assessment of the response and resolution of the complaint
  

  Please take the time necessary to review our response and assess our resolution of your complaint. If we present an offer, we will give you time to assess and respond to it. The amount of time we give you should provide you with sufficient opportunity to seek any advice you may need to make an informed decision. You can decide to accept or refuse the resolution, or you can present an alternative.

  Once we reach an agreement with you to resolve your complaint, we will fulfill the resolution within 30 days unless we mutually agree upon a different period of time. For each complaint, we create a record where we will keep all relevant information and documents.

• AMF examination of complaint record for Quebec Clients
  

  If you are a Quebec Client and you are not satisfied with the response we provided or how your complaint was processed, you can contact us at any time to request to have your complaint record examined by the AMF. Following the receipt of your request, we will send your complaint record to the AMF within 15 days.