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Comments and complaints

Your satisfaction is our priority

Our goal is to provide the best possible service, so let us know if you have any comments or complaints. We’ll do everything we can to resolve the situation.

Desjardins Trust complaint examination process

Like the rest of Desjardins Group, Desjardins Trust puts client satisfaction first. If something’s wrong, we’ll make it right.

Customer service

If you have a comment or complaint for us, get in touch with the representative you deal with most often. They’ll make sure they fully understand what you need and do everything they can to meet your expectations.

The person in charge of your department

If you’re unhappy with how your business is being handled by your appointed representative, contact the person in charge of the department.

They’ll provide clear, accurate information and help resolve the situation if you’re dissatisfied with the service you received.

Call 514-286-5986 This link will launch your default phone software. or 1-800-561-0906 This link will launch your default phone software. and ask for the person in charge of the department:

  • Business Trust Services
  • Guaranteed Investment Certificates and Daily Interest Accounts from the Desjardins Trust financial centre
  • Asset Custody Services
  • Immigrant Investor Program
  • Personal Trust Services

You’ll get an acknowledgment of receipt a few days after we receive your complaint. The person in charge of the department will contact you to discuss the situation. After reviewing your complaint, they’ll confirm any agreement or position in writing.

Desjardins Group

If you feel the situation still hasn’t been resolved, you can contact the Desjardins Group Ombudsman.

By mail
Desjardins Group Ombudsman
1 Complexe Desjardins
PO Box 7 Station Desjardins
Montreal QC  H5B 1B2

By phone
514-281-7000 This link will launch your default phone software., ext. 5557793
1-866-866-7000 This link will launch your default phone software., ext. 5557793

By fax
514-281-7855

You’ll get an acknowledgment of receipt a few days after the Ombudsman receives your complaint. The Desjardins Group Office of the Ombudsman will contact you to discuss the situation. After reviewing your complaint, they’ll confirm any agreement or position in writing.

Third-party dispute resolution process

If you’re still dissatisfied with the result or how the process was handled, you can ask to transfer your complaint to the Autorité des marchés financiers.

Autorité des marchés financiers
Place de la Cité, Cominar Tower
400–2460 Laurier Boulevard
Sainte-Foy QC  G1V 5C1

Contact the FCAC at any time

If you have a complaint about a possible failure to comply with the consumer provisions of the federal legislation on loan and trust companies, you can contact the Financial Consumer Agency of Canada at any time.

Financial Consumer Agency of Canada
Enterprise Building
427 Laurier Avenue West
6th Floor
Ottawa ON  K1R 1B9

By phone
1-866-461-2232 This link will launch your default phone software.

By email at Financial Consumer Agency of Canada

Online, Financial Consumer Agency of Canada website