Consumer 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

    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 & Health Insurance (OLHI).

  • Tel: (416) 777-9002
    Fr: (514) 282-2088
    Toll free: 1-888-295-8112
    Fr: 1-866-582-2008
  • For complaints or inquiries about banks, trust companies, investment dealers, mutual fund dealers or companies, RESP Dealers Association of Canada members, and some credit unions, you may contact the Ombudsman for Banking Services and Investments (OBSI).

    Financial Services Regulators

    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: .

    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.

    Ask for information.

    Keep a complaint file

    Keep records of conversations