To file a complaint:

Step 1 – Call Client Service

Speak with a Customer Service Representative for dissatisfaction with regards to a product or service. If for some reason you are not satisfied with the level of service provided by the Customer Service Representative, please ask to speak with the supervisor.

Special Markets Solutions Customer Service Centre

Hours: Monday to Friday 6:30 am to 4:30 pm PST
Toll-Free: 1-800-266-5667
Vancouver Area: 604-737-3802    

Step 2 - Write Client Service

If you were unable to obtain a satisfactory conclusion to your complaint after undertaking Step 1, please write to the Special Markets Solutions Customer Service Centre at the address below:

Special Markets Solutions
iA Financial Group 
400 - 988 Broadway W, PO Box 5900 
Vancouver, BC V6B 5H6

Step 3 - Write the Complaint Officer

If the problem was not resolved, you may request a review by the iA Financial Group Complaints Officer. The Complaint Officer examines complaints and proposes equitable solutions. All requests for reviews must be sent in writing to the Complaints Officer. Rest assured that your request will be treated in a confidential manner.

For Québec, Ontario and Atlantic Provinces residents :

iA Financial Group
Head Office 
Complaint Officer 
1080 Grande Allée West 
PO Box 1907, Station Terminus 
Quebec City, Quebec 
G1K 7M3

For Western Canada residents :

iA Financial Group
Vancouver Service Centre
Complaint Officer 
400 - 988 Broadway W, PO Box 5900 
Vancouver, BC 
V6B 5H6

E-mail: complaintsofficer@ia.ca

Step 4 - Write the OmbudService for Life & Health Insurance (OLHI)

If you have followed all of the previous steps and you feel your complaint has still not been properly addressed, you may forward a written request for review by the OmbudService for Life & Health Insurance (OLHI).

OmbudService for Life & Health Insurance
Telephone: 1-888-295-8112

Website: www.olhi.ca

Please note that when requesting a review, you must provide a copy of all correspondence sent and received in the previous steps. All information exchanged during the course of the mediation process will remain strictly confidential.

Notice to Complainants in Quebec 
In the province of Quebec, the regulatory body for financial institutions is the Autorité des marchés financiers. If you are dissatisfied with the process used to examine your complaint or the results of the examination, you may request that your file be transferred to the Autorité.

Autorité des marchés financiers 
Toll-free: 1-877-525-0337
Quebec City Area: (418) 525-0337
Montreal Area: (514) 395-0337

E-mail: information@lautorite.qc.ca 
Website: www.lautorite.qc.ca