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

Select the appropriate component:

Caisse, Desjardins Signature Service or Desjardins Business centre

If you're not satisfied with a product or service, we invite you to first contact your caisse, Desjardins Signature Service or Desjardins Business centre employee or manager. They'll examine your issue and attempt to resolve it quickly.

You can also forward a confidential letter of complaint to the chair of the caisse’s board of directors, at the caisse's address. Include your contact information, a description of your complaint, any documents that supports your complaint and your expectations of the caisse.

If you're unhappy with the results of your caisse, Desjardins Signature Service or Desjardins Business Centre review, you can file a complaint with the Complaint handling team by mail or fax:

Desjardins complaint handling team
100, rue des Commandeurs
Lévis, Quebec G6V 7N5
1-888-556-7212 (toll-free)
Fax: 418-835-2551 or 1-877-833-5985 (toll-free)

Your complaint must include a description of the misconduct, the harm suffered, and the corrective measures requested.

However, if you don't wish to submit a written complaint, you can ask your caisse, Desjardins Signature Service or Desjardins Business centre to forward your complaint to our team or contact one of our advisors at 418-838-8184 or 1-888-556-7212 (toll-free).

Learn more about our complaint handling procedure

Several resources are available if you need additional information or if you're still not satisfied with the handling your complaint or its outcome.

For example, you can request a review of your complaint file from the Desjardins Group Ombudsman or use an independent dispute resolution service, such as the services offered by the Autorité des marchés financiers or the OmbudService for Life and Health Insurance.

Available resources:

Desjardins Group Ombudsman
P.O. Box 7, Desjardins Station
Montreal, Quebec H5B 1B2
514-281-7793 or 1-866-866-7000, ext. 5557793 (toll-free)
Fax: 514-281-7855

For Quebec residents

Autorité des marchés financiers - This link will open in a new window.
Place de la Cité, Cominar Tower
400-2640, boulevard Laurier
Quebec City, Quebec G1V 5C1
Phone: 514-395-0337 or 1-877-525-0337 (toll-free)
Fax: 1-877-285-4378 (toll-free)

For Ontario residents

Financial Services Regulatory Authority of Ontario (FSRA) - External link. This link will open in a new window.

5160 Yonge Street, 16th floor
Toronto, Ontario M2N 6L9
Phone: 416-250-7250 or 1-800-668-0128 (toll-free)
Email: contactcentre@fsrao.ca This link will launch your default e-mail software.

Desjardins Insurance – Auto, home and recreational vehicle insurance

We do everything possible to ensure you are completely satisfied. However, if you believe there is room for improvement, please let us know. Here are the steps to take if you have a comment or complaint.

Contact the Client Complaint Management Centre to share your comments. A Complaint Management Advisor will carry out a thorough analysis of your file and address any other concerns you may have. Our goal is to give you the information and assistance you need to resolve the situation.

You can contact the Client Complaint Management Centre by mail, phone or online:

Client Complaint Management Centre
Desjardins General Insurance Inc.
6300 Boul. Guillaume-Couture
Lévis QC  G6V 6P9
1-866-835-8975
Email us - This link will open in a new window.

If the situation is not resolved after speaking with the Complaint Management Advisor, you can ask the advisor to file a complaint on your behalf. Once the complaint is filed, it will be logged in our complaint register. We open a file for every complaint logged in the register. Only the persons responsible for processing complaint files can consult the register and associated files via our systems.

You'll get a confirmation of receipt within 10 days. Within 30 days of receiving all the information we need to fully review your complaint, we will contact you to inform you of the decision that has been reached.

If you are not satisfied with the review of your complaint, you can write to request  - This link will open in a new window. for your file to be transferred to the Desjardins Group Ombudsman or the relevant regulatory body, including the Autorité des marchés financiers - This link will open in a new window..

Desjardins Private Wealth Management

Your opinion is important to us. That's why we offer several avenues for you to share your comments, concerns and complaints with us.

To share a comment, concern or complaint about a service or product, contact your private wealth manager or the regional team director. In the event of a complaint, we'll do everything we can to resolve it quickly.

Find a private wealth manager

You can file a complaint if you think your private wealth manager has acted improperly, breached their legal or regulatory obligations or if you're not satisfied after step 1.

To do so, write a letter describing the alleged misconduct, the harm caused and the corrective action requested. Then, send it to:

Complaint Handling Team
100 Rue des Commandeurs
Lévis
QC  G6V 7N5

Once we receive your letter, we'll send you an acknowledgement of receipt within 5 business days and send you a result within 90 calendar days.

If you can't submit your complaint in writing, leave us a voicemail at 514-985-1883 or 1-877-985-1883. We'll call you within 24 business hours.

You have other options if you're not satisfied with how your complaint was processed or the result.

See the chart of recourses (in French only, PDF, 133 KB)

Desjardins Securities Inc.

Your opinion is important to us. That's why we offer several avenues for you to share your comments, concerns and complaints with us.

Step 1 – Contact the branch

Contact your investment advisor or branch manager directly to share your comments, concerns or complaints about services you've received or if you have an administrative question.

If you believe your investment advisor has acted improperly or has not met their legal or regulatory requirements, skip to the next step.

Step 2 - File a complaint

You can file a complaint if you believe your advisor may have acted improperly or if you don't feel satisfied after pursuing step 1.

To do so, write a letter describing the misconduct you believe has occurred, the harm it has caused, and any corrective measures you have in mind. Then, send it to:

Équipe responsable du traitement des plaintes
100, rue des Commandeurs
Lévis, Québec G6V 7N5

You'll receive an acknowledgement of receipt within 5 business days of our receipt of your complaint. We'll then process it and send you a result within 90 calendar days.

If you can't submit your complaint in writing, leave us a voicemail at 514-985-1883 or 1-877 985-1883 (toll-free). We'll call you within 24 business hours.

Desjardins Online Brokerage

Your opinion is important to us. That's why we offer several avenues for you to share your comments, concerns and complaints with us.

Step 1 – Contact Desjardins Online Brokerage

You can share your comments, concerns or complaints about services you've received or administrative questions you may have via the Desjardins Online Brokerage (Disnat) website.

If you believe you've been a victim of misconduct or of a regulatory or legal violation, skip to the next step.

Step 2 - File a complaint

You can file a complaint if you believe you've been a victim of misconduct or if you believe Disnat has failed its regulatory or legal obligations. You can also file a complaint if you did not receive a satisfactory result after completing step 1.

To do so, write a letter describing the misconduct you believe has occurred, the harm it has caused, and any corrective measures you have in mind. Then, send it to:

Équipe responsable du traitement des plaintes
100, rue des Commandeurs
Lévis, Québec G6V 7N5

You'll receive an acknowledgement of receipt within 5 business days of our receipt of your complaint. We'll then process it and send you a result within 90 calendar days.

If you can't submit your complaint in writing, leave us a voicemail at 514-985-1883 or 1-877 985-1883 (toll-free). We'll call you within 24 business hours.