Comments, suggestions or complaints

Your satisfaction, our priority

Every Desjardins employee is committed to providing service that meets your expectations. Tell us what you think and help us improve the quality of our services.

Procedure

Please select the appropriate component:

Caisse Desjardins Business centre

Dissatisfied with the quality of the service you've received? Contact a caisse or Desjardins Business centre employee or manager right away. They'll address the situation promptly.

You can also forward a confidential letter of complaint to the Chair of the caisse Board of Directors, at the caisse address. Be sure to include your contact information, account (folio) number, the circumstances of your complaint and your expectations of how the caisse should take corrective action.

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

The Member Services team offers a mediation service to settle disputes. Their goal is to find solutions to help both parties come to an agreement.

You can contact an advisor by mail, phone or email:

The Federation's Member Services team
P.O. Box 3600
Lévis, Québec G6V 7N5
1-888-556-7212 (toll-free)
Fax: 418-835-2551
Write to us - This link will open in a new window.

Note: Your email will be forwarded to the appropriate area depending on steps taken so far.

The matter still hasn't been settled to your satisfaction? Go to Step 3.

After contacting the caisse or Desjardins Business centre and Member Services, you may, as a last resort, ask the Desjardins Group Ombudsman to review your case.

The Ombudsman:

  • Is an independent and impartial party that handles unresolved complaints after all other avenues set out by Desjardins Group have been exhausted (steps 1 and 2 explained above).
  • Hears both parties and conducts an impartial analysis of the documentation.
  • Makes recommendations to improve Desjardins products and services.

The Ombudsman of Desjardins Group 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 18 years of experience at Desjardins Group, including more than 13 years as a manager.

Desjardins Group Ombudsman
P.O. Box 7, Desjardins Station
Montréal, Québec H5B 1B2
514-281-7793 or 1-866-866-7000, ext. 5557793 (toll-free)
Fax: 514-281-7855
Write to us - This link will open in a new window.
Note: If complaint is not forwarded as a last resort, your email will be referred to the appropriate step.

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.
P.O. Box 246, tour de la Bourse
Montréal, Québec H4Z 1G3
514-395-0337 or 1-877-525-0337 (toll-free)

Notice to Ontario residents

You may file a complaint with the Financial Services Commission of Ontario who helps consumers resolve complaints with caisses populaires or credit unions:

Financial Services Commission of Ontario (FSCO)  - This link will open in a new window.
P.O. Box 85
Toronto, Ontario M2N 6L9
416-250-7250 or 1-800-387-0584 (toll-free)

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 Customer Relations Centre to share your comments. An advisor from the dissatisfaction review team 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 Customer Relations Centre by mail, phone or email:

Customer Relations 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 advisor from the review team, 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..