Not satisfied with a product or service? Please let us know:
Step 1: Ask for an explanation
Two options are available:
- Get in touch with the person or financial institution that sold you the insurance or annuity product
- Call Desjardins Financial Security's customer service team at 1-866-647-5013
Here are some helpful tips:
- Make sure you have a clear idea of what you'd like to say and what you expect from us
- Have all of the supporting documents you might need on hand (policies, letters, etc.)
- Write down the names of the employees you speak with, along with the dates; this information will be helpful later on if you decide to file a complaint
- Include your name, address and phone number on all written communications
- If you're acting on behalf of someone else, you have to fill out the Authorization for the Collection and Release of Personal Information to Third Parties form (PDF, 140 KB)
In our experience, most issues are resolved at this stage.
Step 2: Request a review
If you're not satisfied with the response you got, ask for the appropriate business sector to review your complaint:
Individual insurance products (Vision or PACE products)
Direct insurance products (Loan Insurance, Travel Insurance)
Group and business insurance products (Insurance through your employer or an association)
Retirement savings products (RRSPs, annuities, mutual funds)
Step 3: File a formal complaint with the Dispute Resolution Officer
If you don't agree with the results of the review, you can file a formal complaint with Desjardins Financial Security's Dispute Resolution Officer. Simply use the form below:
Complaint form (PDF, 313 KB)
Dispute Resolution Officer
Desjardins Financial Security
200 des Commandeurs
Lévis QC G6V 6R2
Toll-free phone number: 1-877-838-8185
Toll-free fax number: 1-877-833-5985
Secure email
Step 4: Other options
If you're still not satisfied with how your complaint was handled, there are other options available. Refer to the Consumer information section.