Complaint Handling Policy and Dispute Resolution Procedure

Boris Kolodner Financial Services (BK Financial Services)
Last updated: May 25th 2026

1) Purpose

This policy sets out how BK Financial Services receives, reviews, and responds to complaints and disputes related to its services. It explains:

• how to submit a complaint;
• our processing steps and timelines;
• how a complaint file is documented;
• how you may request that your complaint file be transferred to the Autorité des marchés financiers (AMF).

2) Implementation

BK Financial Services is responsible for implementing this policy and aims to handle complaints fairly, promptly, and consistently, with appropriate documentation and a written outcome.

3) What is a complaint?

For this policy, a complaint typically includes:

1. a reproach or dissatisfaction directed at BK Financial Services;
2. identification of a harm, loss, or potential harm; and
3. a request for a corrective measure or remedy.

This is generally not considered a complaint:

• a request for information or clarification;
• an administrative/service request (e.g., appointment scheduling);
• an informal issue raised and resolved in the ordinary course of business without a formal complaint.

4) How to submit a complaint

Please submit your complaint in writing, including:

• your name and contact details;
• a clear description of the issue (dates, events, supporting documents);
• the harm or impact;
• what resolution you are seeking.

Submission channels:

• Email: contact@bkfinancialservices.ca
• Phone: +1 (514) 834-5558 (verbal complaints will be summarized in writing)

If a complaint is received verbally, BK Financial Services will prepare a written summary and include it in the complaint file.

5) Acknowledgement of receipt

Within 10 days of receiving your complaint, BK Financial Services will send an acknowledgement of receipt that generally includes:

• a summary of the complaint (reproach, alleged harm, requested remedy);
• our contact information;
• any missing information needed to proceed and the deadline to provide it (with notice that failure to provide it may result in the complaint being considered abandoned);
• a copy or link to this policy;
• notice of your right to request a transfer of your file to the AMF if you are dissatisfied with our final position or complaint handling;
• notice that the AMF may offer a dispute resolution service when it deems it appropriate;
• a reminder that filing a complaint does not suspend civil limitation periods.

6) Complaint file

Each complaint is handled in a separate file, which may contain:

• the written complaint (or written summary of a verbal complaint);
• a complaint record summarizing the reproach, alleged harm, and requested remedy;
• relevant documents and communications;
• the analysis;
• the final written, reasoned response.

7) Processing timelines

BK Financial Services will provide a written response by the later of:

• 30 days after sending the acknowledgement of receipt; or
• 30 days after receiving any additional information requested in the acknowledgement.

If the complaint is complex or requires more time, BK Financial Services will send a status update explaining the progress and additional time required.

8) Review and written response

Review: we analyze the complaint and gather relevant information.
Response: the response is written and reasoned and will indicate whether it is a final position. If final, it will include information on how to request AMF file transfer.

9) Transfer to the AMF

If you wish to have your complaint file transferred to the AMF, please notify BK Financial Services (preferably in writing). Upon receiving a transfer request, BK Financial Services will transmit the file to the AMF in accordance with applicable requirements, removing personal information not relevant to the complaint handling.

10) Contact — Complaint Handling

BK Financial Services — Complaint Handling

Email: contact@bkfinancialservices.ca
Phone: +1 (514) 834-5558