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.

Procedure

Please select the appropriate component:

Caisse, Desjardins Signature Service or Desjardins Business centre

Dissatisfied with the quality of service you've received? Contact a caisse, Desjardins Signature Service or Desjardins Business centre employee or manager right away. They’ll do everything in their power to quickly remedy the situation.

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 document that supports your complaint and your expectations of the caisse.

Still dissatisfied after this initial step? Go to Step 2.

The Complaint and Dissatisfaction Management Compliance Department 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:

Complaint and Dissatisfaction Management Compliance Department
100, rue des Commandeurs
Lévis, Quebec G6V 7N5
1-888-556-7212 (toll-free)
Fax: 418-835-2551
Contact us by email This link will launch your default e-mail software.

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.

After having contacted the caisse, the Desjardins Signature Service or the Desjardins Business centre and the Complaint and Dissatisfaction Management Compliance Department, you may, as a last resort, ask the Desjardins Group Ombudsman to review your case.

The Ombudsman:

  • Provide an avenue to adjudicate unresolved complaints after steps 1 and 2 of the complaint procedure have been completed
  • Listen to the different parties and impartially analyze the documentation available
  • Make recommendations to improve Desjardins products and services

The Desjardins Group Ombudsman is Frédéric Dussault, LL.B., LL.M.. He's a member of the Quebec Bar and also a certified civil, commercial and labour mediator. Mr. Dussault has over 20 years of experience at Desjardins Group, including more than 15 years as a manager.

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

Notice to Quebec residents

If you're dissatisfied with the way your complaint was handled or with the Ombudsman's decision, you may make a written request to transfer your file to:

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)

Notice to Ontario residents

If you're dissatisfied with the way your complaint was handled or with the Ombudsman's decision, you may contact the Financial Services Regulatory Authority of Ontario (FSRA) - External link. This link will open in a new window., which assists consumers in resolving complaints from about the Desjardins Ontario Credit Union:

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 – Home and auto 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 email:

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

If your dissatisfaction 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 may request in writing - 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..