Comments, dissatisfactions and complaints
Our commitment
We're committed to providing quality service that meets your highest expectations. By sharing your comments, complaints or dissatisfactions with us, you help us to better understand your real needs and improve the quality of the services you receive.
Procedure
Step 1 – Talk to an employee or manager
If you're not satisfied with a product or service, first contact an employee or manager. They'll examine your issue and attempt to resolve it quickly.
Check your documents to find the contact information for the appropriate department.
You can also call 1-514-286-3100 or 1-800-361-6840.
Specify whether your request concerns trust services for individuals, trust services for businesses or asset custody.
Step 2 – Desjardins Complaints handling team
Not satisfied with the response in Step 1, or haven’t heard back in 20 days? The Desjardins Complaints Handling team will automatically take over your file—you don’t need to do anything. They’ll give you a final answer within 60 days from when Step 1 began.
The Desjardins Complaints Handling team manages complaints from members and clients fairly and efficiently, at no cost. They use a framework that complies with the quality standards set out in the applicable regulations.
Before contacting the Desjardins Complaints Handling team, make sure you’ve completed Step 1. To help us get back to you quickly, please include your first and last name and your phone number. If you prefer to send your complaint by email, remember to follow good security practices and share minimal personal or sensitive information.
Desjardins complaint handling team
100, rue des Commandeurs
Lévis (Québec) G6V 7N5
1-888-556-7212 This link will launch your default phone software. (toll-free)
Fax: 418-835-2551
Email us (Desjardins complaint handling team)
Step 3 – Ask to have your file transferred
If you’re not satisfied with the way your complaint is handled or the final response from the Desjardins Complaints Handling team, you can choose to contact an independent dispute resolution service offered by a regulatory authority or organization in your province. Note that filing a complaint does not have any bearing on the time you have to file a civil claim.
For more information about the complaint process and next steps, see the Summary of the complaint handling policy (PDF, 224 KB).
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 (FCAC)
The Financial Consumer Agency of Canada supervises all federally regulated financial institutions, which includes trust and loan companies, for compliance with federal consumer protection laws.
Trust and loan companies are legally required to have a complaint-handling process in place.
If you have a problem with a financial product or service, you may file a complaint with the responsible trust and loan company directly.
If you are not satisfied with how your complaint has been handled or 90 days has passed since you made your complaint, you can escalate the complaint to the following External Complaints Body: https://www.obsi.ca/en/index.aspx External link
If you want to know your rights or need information about the complaint-handling process of a trust and loan company, you may contact FCAC by online form, mail, or telephone. FCAC uses information from consumer enquiries to support its mandate.
Web site: www.canada.ca/fcac External link
Online form: Contact the Financial Consumer Agency of Canada - Canada.ca External link
Phone:
For service in English: 1-866-461-FCAC (3222) This link will launch your default phone software.
For service in French: 1-866-461-ACFC (2232) This link will launch your default phone software.
For calls from outside Canada: 613-960-4666 This link will launch your default phone software.
Teletypewriter (TTY): 1-866-914-6097 / 613-947-7771
Video Relay Service: FCAC welcomes Video Relay Service (VRS) calls. You do not need to authorize the relay service operator to communicate with FCAC. Visit https://srvcanadavrs.ca/en/ External link to learn more.
Mailing address:
Financial Consumer Agency of Canada
427 Laurier Avenue West, 5th Floor
Ottawa, ON K1R 7Y2
