Northern Lights Canada

Our resolution process is guided by our values and the principles within our Customer Services Charter.

We believe our customers and NLC benefit from having both informal and formal approaches to resolving complaints.

Verbal/Informal Process

We encourage customers to bring any matters of concern immediately to the attention of an NLC team member. This informal process is reflective of our core customer service focus, and is intended to facilitate understanding between all parties and achieve resolutions quickly.

Verbal complaints are resolved as quickly as possible. If a resolution is not reached (or is not likely to be reached) within five working days, the written/formal process should be used in order to ensure appropriate follow-through.

Written/Formal Process

A customer may choose to provide a complaint in writing at any time by completing and submitting an NLC Complaint Form (download available at bottom of page). The form is also available upon request at any of our locations.

During the formal/written resolution process, each step is monitored and next steps are documented to ensure understanding of all parties and facilitate follow-through.

If you have any questions about our Complaint Resolution Process, please fill out our online contact form.

Click below to download a copy of our full Complaint Resolution Process and/or our Complaint Form.