COMPLAINTS AND DISPUTE RESOLUTION

EFFECTIVE DATE: JULY 1, 2025

QV Investors believes that addressing client complaints is an important part of maintaining high quality service. The following is a summary of our Client Dispute Resolution process which we have designed to help ensure that any problem or complaint that arises in the course of our relationship with you is addressed quickly and effectively. In addition, independent dispute resolution or mediation services will be made available to you at our cost.

In the event of a complaint, we recommend contacting your Client Relationship Manager by phone or email to convey any questions, concerns, or complaints that arise with respect to the services we have provided to you. If, after speaking with your Relationship Manager, your complaint has not been resolved to your satisfaction we request that you file a complaint in writing to our Chief Compliance Officer at the following address:

QV Investors Inc.
Attention: Chief Compliance Officer
Suite 1008, Livingston Place, South Tower
222 – 3rd Avenue SW
Calgary, Alberta T2P 0B4

You can file a complaint with us by whichever means is convenient for you. If you are a resident of Quebec, you may also complete the form from the Autorité des marchés financiers (AMF). You may want to consider using a method other than email for sensitive information.

We will acknowledge your complaint in writing, as soon as possible, typically within 5 business days of receiving your complaint (or 10 days for residents of Quebec). We may ask you to provide clarification or more information.

We will thoroughly investigate your complaint and will provide our findings and decision in writing within 90 days of receiving the complaint (or 60 days for residents of Quebec). If our findings or decision will be delayed we will inform you of the delay, provide an explanation of the reason for the delay and give you a new date for our decision (however, for residents of Quebec the additional time may not exceed 30 days).

If we present an offer, we give you time to assess and respond to it. We will give you enough time to seek the advice you need to make an informed decision. You can decide to accept or refuse the offer, or you can present a counter offer.

Once we reach an agreement with you to resolve your complaint, if you are a resident of Quebec, we will implement the terms of the offer within 30 days unless we agree upon a different time period with you and it is in your interest to do so.

If you are a resident of Quebec, we may follow a simplified process for certain complaints. This process is for complaints that we can resolve to your satisfaction within 20 days. These complaints may be referred to a member of our client service team and handled verbally (e.g., in a phone call). We consider a complaint resolved to your satisfaction when you accept our proposed solution to your complaint, or the explanations we provide to you are sufficient to resolve your complaint.

If we cannot resolve your complaint to your satisfaction 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 that we take trying to resolve your complaint under the simplified process does not impact our obligation to provide you with our written final response within the required time period.

For each complaint, we create a record in which we keep all the information or documents required for the processing of your complaint. If you are a resident of Quebec, 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 how your complaint was processed. We will send your complaint record to the AMF no later than 15 days following receipt of your request.

We are committed to trying to resolve any complaint in a fair and equitable manner that you will be satisfied with. If you are not satisfied with our decision you may be eligible for the independent dispute resolution service offered by the AMF (if you are a resident of Quebec) or by the Ombudsman for Banking Services and Investments (OBSI) (if you are a resident of another Canadian jurisdiction). These services are free of charge to you.

If you are a resident of Quebec, you can request that our complaint record be examined by the AMF. The AMF will examine the complaint record and may, with the parties’ consent, act as conciliator or mediator regarding the complaint or designate a person to act as such. Applicable Quebec securities laws provides that conciliation or mediation may not, alone or in combination, continue for more than 60 days after the date of the first conciliation or mediation session unless the parties consent.

You may be eligible for OBSI’s fee and independent dispute resolution service if, you are not satisfied with our decision or we do not provide you with our decision within 90 days. QV Investors maintains membership in OBSI as a Participating Firm. If you wish to file a complaint with OBSI they can be contacted by e-mail at ombudsman@obsi.ca or by telephone at 1-888-451-4519. For more information about OBSI, visit www.obsi.ca. Certain time limits apply.

If a complaint is filed with OBSI, they will investigate. Their investigation is confidential and you do not require a lawyer. They may interview you as well as representatives of QV Investors. We will cooperate fully with their investigation.

Once OBSI has completed its investigation, it will provide recommendations. These recommendations are not binding. OBSI can recommend compensation of up to $350,000. This does not restrict your ability to take a complaint to a dispute resolution service of your choosing at your own expense, or to bring an action in court if that is your preference.

Contact Us

If you have any questions about this Dispute Resolution Process, please Contact Us.