Consumer Complaints

Please note that CCIR does not handle complaints. If you have a complaint or a problem with a financial services provider, we recommend you take the following steps to resolve it.

Step 1: Local level

Contact your financial services provider directly to make your complaint known. Try resolving the issue with a manager or customer service representative with the financial service provider.

Step 2: Senior level or internal ombudsman

If you are not satisfied, ask about the firm’s complaint process. If your complaint cannot be resolved at the local level, it may be referred to a higher level of management, a complaints liaison manager, or an internal ombudsman.

Step 3: Third Party

If your complaint has not been resolved to your satisfaction, you may have access to a review by a third party. The following organizations provide a non-binding review of complaints against their members.

For complaints or inquiries about home, car and business insurers, you may contact the General Insurance OmbudService (GIO).

Toll Free: 1.877.225.0446
Website: www.giocanada.org

For complaints or inquiries about life and health insurance products including life, disability, employee health benefits, travel and insurance investment products such as annuities and segregated funds life and health products and services issued by life insurance companies, you may contact the OmbudService for Life and & Health Insurance (OLHI).

Tel: (416) 777-9002
Fr: (514) 282-2088
Toll free: 1-888-295-8112
Fr: 1-866-582-2008
Website: www.olhi.ca

The AMF is the regulatory body that supervises the financial sector in Quebec. It helps protect the public by enforcing laws and regulations on insurance, securities, deposit institutions (excluding banks) and the distribution of financial products and services.

Autorité des marchés financiers
Centre d’information
Place de la cité, Tour Cominar
2640 boul. Laurier, 3e étage
Québec, G1V 5C1

Téléphone:
Montréal : (514) 395-0337
Québec : (418) 525-0337
Sans frais : 1 877-525-0337
Site Web:
www.lautorite.qc.ca

Financial Services Regulators

Please note that you can also contact the appropriate provincial or federal financial services regulator. Please note that you can also contact the appropriate provincial or federal financial services regulator. The regulator may be able to provide you with additional information, guidance or other assistance with resolving your complaint. A list of provincial and federal regulators can be found here: http://www.ccir-ccrra.gov.on.ca/english/about/links.asp .

Tips for Resolving a Complaint


If you think there's a problem, ask for an explanation as soon as possible.

Be clear about the problem and what you would like to see happen in the future.

Ask for information when necessary.

Keep a complaint file.

Keep records of conversations.