State Street Global Advisors Ltd. (Canada)
Summary of Complaints Processing
How to File a Complaint:
You can file a complaint with us by whichever means is convenient for you.
As we cater exclusively to "Permitted Clients," that are not individuals, we are not affiliated with the Ombudsman for Banking Services and Investments (OBSI). This means that our clients do not have access to OBSI's dispute resolution services for complaints related to our services. Instead, we handle all complaints internally, focusing on providing timely and effective resolutions tailored to the specific needs and circumstances of our clients.
If you have any concerns or require assistance, please reach out directly to our client service team for support. Our offices are open from 8:30 AM to 5:00 PM EST, Monday to Friday. We are here to assist you with filing your complaint through the following methods:
Phone: +514 282 2400
E-mail: csm_canada@ssga.com
Mail: State Street Global Advisors, Ltd.
1981 McGill College Avenue, Suite 500
Montréal, Quebec H3A 3A8
If you have any questions, please contact us to learn more about how we process complaints. Our team is available to provide detailed information and guide you through each step of the process.
You may also complete the Complaint Form available on Autorité des marchés financiers’ (AMF) website.
Steps in the complaint process:
For certain complaints, we may follow a simplified process whereby we try to propose a means of resolving the situation. The simplified process is described below. If we are unable to resolve your complaint according to this process or if the nature or complexity of your complaint is such that the complaint does not lend itself to the simplified process, then the complaint is processed according to the following steps.
1. We acknowledge receipt of your complaint – we send you an acknowledgment of receipt in writing within 5 business days of receipt of your complaint.
2. We analyze the complaint – we make sure we understand your complaint and what you expect from us. If necessary, we contact you to request additional information.
3. We provide a written final response – we provide you with a final response in writing within 60 days. In our response, we explain how we analyzed your complaint and what led to our response and, if possible, the proposed solution to your complaint.
Extension of the period for providing your final response:
In exceptional circumstances or circumstances beyond our control, your complaint may take longer to process or be more complex than anticipated, in which case we may determine that additional time is required for the analysis of your complaint. If it is determined that additional time is required, we will provide you with our final response no later than the 90th day following the receipt of the complaint.
Assessment of the offer and resolution of the complaint:
Please take the time to review our response and evaluate any offer we present to resolve your complaint. We ensure that you have adequate time to consider our offer and seek any necessary advice to make an informed decision. You can decide to accept or refuse the offer, or you can present a counteroffer. Once we reach an agreement with you to resolve your complaint, we have to give effect to the offer within 30 days, unless we agree upon a different time period with you when it is in your interest to do so.
Examination of the complaint record by the AMF:
For each complaint, we maintain a comprehensive record containing all necessary information and documents related to its processing. You can contact us to request to have your complaint record examined by the AMF at any time if you are not satisfied with the response we provided or with how your complaint was processed. Upon receiving your request, we are obligated to forward your complaint record to the AMF within 15 days.
Simplified process for certain complaints:
For certain complaints, we may utilize a simplified process designed to resolve issues to the client's satisfaction within 20 days. We consider a complaint to be resolved to your satisfaction when either: 1) you accept our proposed solution to your complaint; or 2) when the explanations we provide to you are sufficient to resolve your complaint. Under the simplified process, complaints may be referred to a member of our client service team and handled verbally (e.g., in a phone call).
If we cannot propose a satisfactory solution or provide explanations sufficient to resolve your complaint under this process, we will notify you in writing. Your complaint will continue to be processed, but in accordance with the steps in the complaint process described earlier. The time spent attempting to resolve your complaint through the simplified process does not impact our obligation to deliver a written final response within the required timeframe
8116618.1.1.AM.INST
exp. 6/30/2026