Desjardins Trust

Comments and complaints

Desjardins Trust, like all components of Desjardins Group, makes customer satisfaction a priority. Here is how to resolve a disagreement.

Customer service

In looking after day-to-day business, we all sometimes run into things we want to complain about or comment on. If that happens to you, tell the company representative you are most often in touch with about it. He or she will take care to fully understand your position and will do everything possible to meet your expectations.

The person in charge for your business sector

If you are unhappy with how your business is being handled by the company representative you're usually in touch with, contact the person in charge of the sector you deal with. He or she will be able to correct any situation where you feel you are not receiving the level of service you are entitled to, and will be able to give you complete and accurate information. Just dial 514-286-1727 or 1-800-361-5360 and ask for the person in charge of the following departments:

  • Business Trust Services
  • Guaranteed Investment Certificates and Daily Interest Accounts from the Desjardins Trust Financial Centre
  • Custody Services
  • Immigrant Investor Program
  • Trust services for individuals

An acknowledgment will be sent to you a few days after we receive your communication. The person in charge of the account sector you deal with will contact you to discuss the issue you have raised, and will confirm in writing any agreements or positions that result from studying it.

Desjardins Group

If you still feel you have not been heard, don't hesitate to notify the Desjardins Group Ombudsman of your concerns at the following address:

Ombudsman of Desjardins Group

1, Complexe Desjardins
C.P. 7, succursale Desjardins
Montréal (Québec) H5B 1B2

or by phone at:

514-281-7000, ext. 5557793
1-866-866-7000, ext. 5557793

or by fax at:

514-281-7855

An acknowledgment of receipt will be sent within a few days after the Ombudsman receives your communication. The Ombudsman's office of the Desjardins Group will contact you to discuss the issue you have raised, and will confirm in writing any agreements or positions that result from studying it.

Third-party complaint-handling process

If you are still not satisfied with the actions taken to resolve your concerns, you may ask that your request be transferred to the Autorité des marchés financiers by writing to the following address:

Autorité des marchés financiers

Place de la Cité, Cominar Tower
2460, Laurier boulevard, Suite 400
Sainte-Foy, Québec G1V 5C1

At any time

If you have a complaint to make about a possible failure to comply with the consumer provisions of the federal legislation on loan and trust companies you may—at any time—contact the Federal Consumer Agency of Canada as follows:

Financial Consumer Agency of Canada

Enterprise Building
427 Laurier Avenue West
6th Floor
Ottawa, Ontario K1R 1B9

Telephone: 1-866-461-2232
Website: www.acfc.gc.ca
Email