Comments, dissatisfactions and complaints

Our commitment

We're committed to providing quality service that meets your highest expectations. By sharing your comments, complaints or dissatisfactions with us, you help us to better understand your real needs and improve the quality of the services you receive.

Procedure

Select the appropriate component:

Caisse, Desjardins Signature Service or Desjardins Business centre

Step 1
Talk to an employee or manager

If you're not satisfied with a product or service, we invite you to first contact your caisse, Desjardins Signature Service or Desjardins Business centre employee or manager. They'll examine your issue and attempt to resolve it quickly.

You can also forward a confidential letter of complaint to the chair of the caisse’s board of directors, at the caisse's address. Include your contact information, a description of your complaint, any documents that supports your complaint and your expectations of the caisse.

Step 2
File a formal complaint

If you're unhappy with the results of your review, you can file a complaint with the Complaint handling team at:

Desjardins complaint handling team
100, rue des Commandeurs
Lévis, Quebec G6V 7N5
Phone: 1-888-556-7212 (toll-free)
Fax: 418-835-2551 or 1-877-833-5985 (toll-free)

Your complaint must include a description of the misconduct, the harm suffered, and the corrective measures requested.

You'll receive a confirmation in the days following the receipt of your complaint. The Desjardins complaint handling team will then contact you to discuss the situation. After reviewing your complaint, they'll confirm any agreement or position in writing.

Step 3
Other resources

Several resources are available if you need additional information or if you're still not satisfied with the handling of your complaint or its outcome.

For Quebec residents

Autorité des marchés financiers - This link will open in a new window.
Place de la Cité, Cominar Tower
400-2640, boulevard Laurier
Quebec City, QC G1V 5C1
Phone: 514-395-0337 or 1-877-525-0337 (toll-free)
Fax: 1-877-285-4378 (toll-free)

For Ontario residents

Financial Services Regulatory Authority of Ontario (FSRA) - External link. This link will open in a new window.

5160 Yonge Street, 16th floor
Toronto, ON M2N 6L9
Phone: 416-250-7250 or 1-800-668-0128 (toll-free)
Contact by email This link will launch your default e-mail software.

Desjardins Insurance – Auto, home and recreational vehicle insurance

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 Client Complaint Management Centre to share your comments. A Complaint Management Advisor 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 Client Complaint Management Centre by mail, phone or online:

Client Complaint Management Centre
Desjardins General Insurance Inc.
6300 Boul. Guillaume-Couture
Lévis QC  G6V 6P9
1-866-835-8975
Email us - This link will open in a new window.

Step 2: File a complaint

If you're unhappy with the results of your review, you can file a complaint with the Complaint handling team at:

Desjardins complaint handling team
100, rue des Commandeurs
Lévis, Quebec G6V 7N5
Phone: 1-888-556-7212 (toll-free)
Fax: 418-835-2551 or 1-877-833-5985 (toll-free)

Your complaint must include a description of the misconduct, the harm suffered, and the corrective measures requested.

You'll receive a confirmation in the days following the receipt of your complaint. The Desjardins complaint handling team will then contact you to discuss the situation. After reviewing your complaint, they'll confirm any agreement or position in writing.

Step 3: Ask for your file to be transferred

If you are not satisfied with the review of your complaint, you can write to request for your file to be transferred to the relevant regulatory body, including the Autorité des marchés financiers.

Desjardins Private Wealth Management

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 – Contact your private wealth manager

To share a comment, concern or complaint about a service or product, contact your private wealth manager or the regional team director. In the event of a complaint, we'll do everything we can to resolve it quickly.

Step 2 – File a complaint

You can file a complaint if you think your private wealth manager has acted improperly, breached their legal or regulatory obligations or if you're not satisfied after step 1.

To do so, write a letter describing the alleged misconduct, the harm caused and the corrective action requested. Then, send it to:

Complaint Handling Team
100 Des Commandeurs Street
Lévis QC  G6V 7N5

Once we receive your letter, we'll send you an acknowledgement of receipt within 5 business days and send you a result within 90 calendar days.

If you can't submit your complaint in writing, leave us a voicemail at 514-985-1883 or 1-877-985-1883. We'll call you within 24 business hours.

Step 3 – Other recourses

You have other options if you're not satisfied with how your complaint was processed or the result.

See the chart of recourses (in French only, PDF, 133 KB)

Desjardins Securities Inc.

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 – Contact the branch

Contact your investment advisor or branch manager directly to share your comments, concerns or complaints about services you've received or if you have an administrative question.

If you believe your investment advisor has acted improperly or has not met their legal or regulatory requirements, skip to the next step.

Step 2 - File a complaint

You can file a complaint if you believe your advisor may have acted improperly or if you don't feel satisfied after pursuing step 1.

To do so, write a letter describing the misconduct you believe has occurred, the harm it has caused, and any corrective measures you have in mind. Then, send it to:

Équipe responsable du traitement des plaintes
100, rue des Commandeurs
Lévis, Québec G6V 7N5

You'll receive an acknowledgement of receipt within 5 business days of our receipt of your complaint. We'll then process it and send you a result within 90 calendar days.

If you can't submit your complaint in writing, leave us a voicemail at 514-985-1883 or 1-877 985-1883 (toll-free). We'll call you within 24 business hours.

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 – Contact Desjardins Online Brokerage

You can share your comments, concerns or complaints about services you've received or administrative questions you may have via the Desjardins Online Brokerage (Disnat) website.

If you believe you've been a victim of misconduct or of a regulatory or legal violation, skip to the next step.

Step 2 - File a complaint

You can file a complaint if you believe you've been a victim of misconduct or if you believe Disnat has failed its regulatory or legal obligations. You can also file a complaint if you did not receive a satisfactory result after completing step 1.

To do so, write a letter describing the misconduct you believe has occurred, the harm it has caused, and any corrective measures you have in mind. Then, send it to:

Équipe responsable du traitement des plaintes
100, rue des Commandeurs
Lévis, Québec G6V 7N5

You'll receive an acknowledgement of receipt within 5 business days of our receipt of your complaint. We'll then process it and send you a result within 90 calendar days.

If you can't submit your complaint in writing, leave us a voicemail at 514-985-1883 or 1-877 985-1883 (toll-free). We'll call you within 24 business hours.

Desjardins Capital

We're committed to providing quality service that meets your highest expectations.

By sharing your opinion, you're helping us improve our service.

If you're a business owner

Step 1 – Contact the investment team

Are you unhappy with the quality of the service you received?

Contact Desjardins Capital's investment team. We'll address the issue promptly.

Contact us:

Step 2 – File a complaint

In the vast majority of cases, issues are resolved before this stage. If this isn't the case, you can make a verbal or written complaint detailing:

  • The issue
  • The actual or potential harm caused
  • The desired resolution

The complaint must be addressed to Desjardins Capital's Business Expertise and Performance Division:

  • Online by filling out our form
  • By phone at 514-281-7131 or 1-866-866-7000, ext. 555-7131
  • By mail at:

    Business Expertise and Performance Division
    Attention: Complaint processing
    Desjardins Capital
    2 Complexe Desjardins
    PO Box 760 Station Desjardins
    Montreal QC  H5B 1B8
Complaint processing
  1. The Business Expertise and Performance Division will contact you within 5 business days of receiving your written complaint.
  2. The Business Expertise and Performance Division will set up a meeting or phone call with you to address the issue.
  3. The Business Expertise and Performance Division will send you a written summary of the meeting or phone call along with the analysis and final decision within 30 business days.

If you don't wish to have a meeting or phone call, the Business Expertise and Performance Division will send you a written analysis and final decision along with an explanation within 30 business days.

If you're a limited partner

Step 1 – Contact the Investor Relations and Secretary General Department

Are you unhappy with the quality of the service you received?

Contact Desjardins Capital's Investor Relations and Secretary General Department. We'll address the issue promptly.

Contact us:

Step 2 – File a complaint

If you feel the situation still hasn't been resolved, you can contact Desjardins Group’s complaints team:

Desjardins Complaints Handling Team
150 Des Commandeurs Street
Lévis QC  G6V 6G8

Phone: 1-888-556-7212
Fax: 418-835-2551

In your complaint, please describe:

  • The issue
  • The actual or potential harm caused
  • The desired resolution

We'll let you know we've received your complaint within 5 business days of receiving it. Your complaint will be processed and the results will be sent to you within 90 calendar days.

Step 3 – Ask for your file to be transferred

If you're not satisfied with how your complaint was handled, you can request that your file be transferred to the Autorité des marchés financiers.

Autorité des marchés financiers
Place de la Cité, Cominar Tower
2640 Laurier Boulevard, Suite 400
Quebec City QC  G1V 5C1

Phone: 514-395-0337 or 1-877-525-0337 (toll-free)
Fax: 1-877-285-4378 (toll-free)