Comments, dissatisfactions and complaints
Our commitment
We're committed to providing services that meet your needs. Share your feedback to help us improve your experience.
Procedure
Desjardins Financial Services Firm Inc.
Step 1: Talk to a financial advisor or manager
If you aren’t satisfied with a service provided or a product sold by Desjardins or one of its representatives, first contact your group savings representative or financial planner or their manager. They'll examine your issue and attempt to resolve it quickly.
Step 2: Contact the Desjardins Complaint Handling team, if necessary
Not satisfied with the response in Step 1, or haven’t heard back in 20 days? The Desjardins Complaint Handling team will automatically take over your file—you don’t need to do anything. They’ll give you a final answer within 60 days from when Step 1 began.
The Desjardins Complaint Handling team manages complaints from members and clients fairly and efficiently, at no cost. They use a framework that complies with the quality standards set out in the applicable regulations.
Before contacting the Desjardins Complaint Handling team, make sure you’ve completed Step 1. To help us get back to you quickly, please include your first and last name and your phone number. If you prefer to send your complaint by email, remember to follow good security practices and share minimal personal or sensitive information.
Desjardins Complaint Handling team
100 des Commandeurs Street
Lévis (Québec) G6V 7N5
Phone: 1-888-556-7212 This link opens your phone app.
Fax: 418-835-2551
Email us This link opens your email app.
Step 3: Ask to have your file transferred
If you’re not satisfied with the way your complaint is handled or the final response from the Desjardins Complaint Handling team, you can choose to contact an independent dispute resolution service offered by a regulatory authority or organization in your province. Note that filing a complaint doesn’t have any bearing on the time you have to file a civil claim.
For more information about the complaint process and next steps, see the Summary of the complaint handling policy – Caisse, Desjardins Signature Service or Desjardins Business Centre (PDF, 262 KB)
Desjardins Insurance – Life, health and group insurance
Step 1: Talk with an employee or manager
If you aren’t satisfied with a service provided or a product sold by Desjardins or one of its representatives, first contact an employee or a manager of the relevant team or contact Desjardins Insurance’s customer service team. They'll examine your issue and attempt to resolve it quickly.
Contact us External link.
Step 2: Contact the Desjardins Complaint Handling team, if necessary
Not satisfied with the response in Step 1, or haven’t heard back in 20 days? The Desjardins Complaint Handling team will automatically take over your file—you don’t need to do anything. They’ll give you a final answer within 60 days from when Step 1 began.
The Desjardins Complaint Handling team manages complaints from members and clients fairly and efficiently, at no cost. They use a framework that complies with the quality standards set out in the applicable regulations.
Before contacting the Desjardins Complaint Handling team, make sure you’ve completed Step 1. To help us get back to you quickly, please include your first and last name and your phone number. If you prefer to send your complaint by email, remember to follow good security practices and share minimal personal or sensitive information.
Desjardins Complaint Handling team
100 des Commandeurs Street
Lévis (Québec) G6V 7N5
Phone: 1-888-556-7212 This link opens your phone app.
Fax: 418-835-2551
Email us This link will open in a new window.
Step 3: Ask to have your file transferred
If you’re not satisfied with the way your complaint is handled or the final response from the Desjardins Complaint Handling team, you can choose to contact an independent dispute resolution service offered by a regulatory authority or organization in your province. Note that filing a complaint doesn’t have any bearing on the time you have to file a civil claim.
For more information about the complaint process and next steps, see the Summary of the complaint handling policy – Life, health and group insurance (PDF, 290 KB).
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: Talk to your advisor or regional management
If you aren’t satisfied with our customer service or have an administrative question, first contact your customer service supervisor. They'll examine your issue and attempt to resolve it quickly.
Contact us External link.
If you’d like to report misconduct or a legal or regulatory violation by an advisor, contact the Complaint Handling team using the contact information in Step 2.
Step 2: Contact the Desjardins Complaint Handling team, if necessary
Not satisfied with the response in Step 1, or haven’t heard back in 20 days? The Desjardins Complaint Handling team will automatically take over your file—you don’t need to do anything. They’ll give you a final answer within 60 days from when Step 1 began.
The Desjardins Complaint Handling team manages complaints from members and clients fairly and efficiently, at no cost. They use a framework that complies with the quality standards set out in the applicable regulations.
Before contacting the Desjardins Complaint Handling team, make sure you’ve completed Step 1. To help us get back to you quickly, please include your first and last name and your phone number. If you prefer to send your complaint by email, remember to follow good security practices and share minimal personal or sensitive information.
Desjardins Complaint Handling team
100 des Commandeurs Street
Lévis (Québec) G6V 7N5
Phone: 1-888-556-7212 This link opens your phone app.
Fax: 418-835-2551
Email us This link will open in a new window.
Step 3: Ask to have your file transferred
If you’re not satisfied with the way your complaint is handled or the final response from the Desjardins Complaint Handling team, you can choose to contact an independent dispute resolution service offered by a regulatory authority or organization in your province. Note that filing a complaint doesn’t have any bearing on the time you have to file a civil claim.
For more information about the complaint process and next steps, see the Summary of the complaint policy – Wealth management (PDF, 313 KB).