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.
Step 1 — Request a review
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:
Step 2 — File a complaint
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.
Step 3 — Ask for your file to be transferred
If you are not satisfied with the review of your complaint, you may request in writing for your file to be transferred to the Desjardins Group Ombudsman or the relevant regulatory body, including the Autorité des marchés financiers.