Suggestions/Complaints

To help us continually improve, we welcome your suggestions and feedback.

Suggestions/Complaints

To help us continually improve, we welcome your suggestions and feedback.

Desjardins Capital

2 Complexe Desjardins
P.O. Box 760, Desjardins Station
Montréal, Québec  H5B 1B8

1-866-866-7000, ext. 5557131
514 281-7131
infoDC@desjardins.com

Your satisfaction, our priority

We’re committed to providing you quality service that meets your expectations.

By sharing your opinion, you help us improve your experience, and we thank you for that.

 

STEP 1 — Speak directly with your investment manager

Not happy with the quality of service you received?

Reach out to a Desjardins Capital investment team member or manager right now. They’ll look into the situation promptly.

Contact us 

STEP 2 — File a formal complaint

In most cases, concerns and differences are resolved by talking to a team member or manager, but if you’re still not satisfied, you can make a formal written complaint detailing:

  • The specific nature of your complaint
  • Any real or potential prejudice
  • The resolution you would like to see

 

Formal complaints must be addressed to the Desjardins Capital Complaints Officer by:

Desjardins Capital Complaints Officer
Desjardins Capital
2 Complexe Desjardins
P.O. Box 760, Desjardins Station
Montréal, Québec  H5B 1B8

 

Complaint process

Verbal complaints:

  1. The Complaints Officer will arrange a meeting or phone call with you to resolve your complaint.
  2. Following this meeting or call, the Complaints Officer or the Vice-president, Specialized Services, Investments, will forward to you within a reasonable period not exceeding 30 business days, a written summary of the meeting or the call and, within 90 business days, the result of their review and the final decision.

Written complaints:

  1. The Complaints Officer or the Vice-president, Specialized Services, Investments, will acknowledge receipt within five business days.
  2. The Complaints Officer will arrange a meeting or phone call with you to resolve your complaint.
  3. Following this meeting or call, the Complaints Officer or the Vice-president, Specialized Services, Investments, will forward to you within a reasonable period not exceeding 30 business days, a written summary of the meeting or the call and, within 90 business days, the result of their review and the final decision.

If you don’t wish to participate in a meeting or call, the Complaints Officer or the Vice-president, Specialized Services, Investments, will forward to you, within a reasonable period not exceeding 90 business days, a written response outlining the result of their review and the final decision, with an explanation.

In certain specific situations, you may request that your complaint be transferred to the office of the Desjardins Group Ombudsman, or, as applicable, the Autorité des marchés financiers.