Complaints

Get in touch with the person who sold you the product, or with Desjardins Insurance customer service.

If you’re acting on behalf of someone else, start by filling out this Authorization form (PDF, 129 KB) Opens in a new window..

Most complaints are resolved at this stage.

If Step 1 didn’t resolve the matter, you can ask for a review.

Get in touch with the person who sold you the product, or with Desjardins Insurance customer service, and ask for your complaint to be escalated.

Not happy with the results of the review? You can file a formal complaint with Desjardins Insurance’s Dispute Resolution Officer.

Just fill out the Complaint Form (PDF, 171 KB) Opens in a new window. and email This link will launch your default e-mail software. it or mail it to us at:

Dispute Resolution Officer
Desjardins Financial Security
200 rue des Commandeurs
Lévis QC G6V 6R2

We will acknowledge your complaint within five days of receipt and send you the results of the review of your complaint within 90 days after the Dispute Resolution Officer receives all of the necessary information.

To learn more about our process, click on Complaint Management and Dispute Resolution Directive (PDF, 99 KB) Opens in a new window..

Consumer Information

If you need additional information or if you are still not satisfied with how your complaint was handled, external resources are available to you.

Desjardins Group Ombudsman

Telephone: 514-281-7793 This link will launch your default phone software. or 1-866-866-7000 This link will launch your default phone software. (toll-free), ext. 5557793

External resources – insurance products, guaranteed investment funds and annuities (federal)

• OmbudService for Life & Health Insurance Opens in a new window.
• Canadian Life and Health Insurance Association Inc. Opens in a new window.
• CLHIA Consumer Publications Opens in a new window.
• CLHIA Code of Ethics Opens in a new window.
• CLHIA Consumer Information Opens in a new window.

External resources – insurance products, guaranteed investment funds and annuities (provincial)

• Alberta
  Alberta Superintendent of Financial Institutions Opens in a new window.
• British Colombia
  Financial Institutions Commission of British Columbia Opens in a new window.
• Manitoba
  Financial Institutions Regulation Branch of Manitoba Opens in a new window.
• New Brunswick
  Consumer Advocate for Insurance of New Brunswick Opens in a new window.
• Newfoundland and Labrador
  Insurance Regulation – Service NL, Newfoundland and Labrador Opens in a new window.
• Nova Scotia
  Office of the Superintendent of Insurance of Nova Scotia Opens in a new window.
• Ontario
  Financial Services Commission of Ontario Opens in a new window.
• Prince Edward Island
  Consumer, Labour and Financial Services of Prince Edward Island Opens in a new window.
• Quebec
  Autorité des marchés financiers du Québec Opens in a new window.
• Saskatchewan
  Financial and Consumer Affairs Authority of Saskatchewan Opens in a new window.

External resources for mutual funds

• Canada
  Ombudsman for Banking Services and Investments Opens in a new window.
  Mutual Fund Dealers Association of Canada Opens in a new window.
• Quebec
  Autorité des marchés financiers du Québec Opens in a new window.

External resources for compensation funds

• Canada
  Assuris Opens in a new window.
• Quebec
  Fond d'indemnisation du courtage immobilier Opens in a new window.
  Autorité des marchés financiers du Québec Opens in a new window.