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To File a Complaint
Below are the steps to follow to file a complaint.
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Step 1 – Contact Client Service
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Contact Client Service to express your dissatisfaction with regards to a service or product.
Industrial Alliance Insurance and Financial Services
Client Service, Mortgage Loans
1080 Grande Allée West
PO Box 1907, Station Terminus
Quebec City, Quebec G1K 7M3
Telephone: (418) 684-5000
Toll free: 1-800-463-6236
E-mail: mortgageloans@inalco.com
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Step 2 - Write to the Complaint Officer
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If the problem was not resolved, you may request a review by the Industrial Alliance 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:
Industrial Alliance Insurance and Financial Services Inc.
Head Office
Complaint Officer
1080 Grande Allée West
PO Box 1907, Station Terminus
Quebec City, Quebec G1K 7M3
For Western Canada residents:
Industrial Alliance Insurance and Financial Services Inc.
Vancouver Service Centre
Complaint Officer
2165 Broadway W, PO Box 5900
Vancouver, BC
V6B 5H6
E-mail: ombudsman@inalco.com
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Step 3 - Write to the OmbudService for Life & Health Insurance (OLHI)
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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
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