Vellis

Complaints Policy

Complaints Policy

Your custom is important and Vellis uses its best endeavours to ensure that services are error-free and communication is transparent. If you are dissatisfied with any element of Vellis service, we have procedures to deal with your concerns effectively.

This is the Complaints Policy (“Policy”) for Vellis Inc. (“Vellis”). It outlines what information must be submitted, how Vellis will treat your complaint, and the service level agreement for doing so.

If you do not agree with the terms of this Policy or the outcome of a complaints procedure, you are entitled to raise your case with the relevant regulatory authority.

Making a Complaint

Should you wish to complain please contact us by sending an email to support@vellis.financial providing the following information:

• your account number.
• transaction number(s) if applicable.
• date problem arose.
• actions you took to deal with the problem.
• nature of your complaint.
• description of your expectations from us.

Complaint Process

On receipt of a complaint, Vellis must comply with certain requirements:

• send you an email confirming we have received your complaint within 1 business day.
• ask for any additional information or clarification within 1 business day.
• resolve your complaint within 15 business days.
• in exceptional circumstances, if a complaint cannot be resolved within a 15 days period, a holding response will be issued giving Vellis a further 15 business days to issue a final response.

Final Response

The final response will clearly state the investigation undertaken by Vellis, our view on whether the complaint should be upheld, what remedial actions we feel are appropriate, and any redress if applicable.

Appeals Process

In the event you are unhappy with the final response and wish to appeal the decision, please send an email to support@vellis.financial providing the following information:

• service case reference number.
• the nature of your appeal.
• description of your expectations from us.

Vellis will investigate the concerns in your complaint and reply by email and/or letter within 5 business days.

Regulatory Complaint

Our final response will include details on how complainants can raise their case with the relevant regulatory authority.

Contact Vellis

Vellis Inc.

30 Eglinton Avenue West

Mississauga

Ontario L5R3E7

Canada

info@vellis.financial