Comments, dissatisfactions and complaints
Our commitment
We're committed to providing quality service that meets your expectations. By sharing any comments, suggestions or dissatisfactions, you help us to better understand your real needs and improve the quality of service for our members and clients.
Desjardins Trust complaint examination process
Step 1
Talk to an employee or manager
Dissatisfied with the quality of service you've received? Contact an employee or manager right away. They'll do everything in their power to quickly remedy the situation.
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.
Please specify whether your request concerns trust services for individuals, trust services for businesses or asset custody.
Still dissatisfied after this initial step? Go to Step 2.
Step 2
Contact the Desjardins complaint handling team
The Desjardins complaint handling team offers a framework for handling member/client complaints fairly and efficiently at no cost to members and clients. This framework complies with the quality standards set out in the applicable regulations. Its goal is to find solutions to help both parties come to an agreement.
You can contact an advisor by mail, phone or email:
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
Note: Your request may be transferred to the appropriate department if Step 1 hasn't been completed.
The matter still hasn't been settled to your satisfaction? Go to Step 3.
Step 3
If you're not satisfied with the examination of your complaint, you can ask us in writing that your file be transferred to the competent regulatory authority, in particular to the Autorité des marchés financiers for Quebec residents.
Autorité des marchés financiers External link. This link will open in a new window
Place de la Cité, tour Cominar
2640, boulevard Laurier, Suite 400
Quebec City, QC G1V 5C1
Phone: 514-395-0337 This link will launch your default phone software.
Toll-free: 1-877-525-0337 This link will launch your default phone software.
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.
