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

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

If the problem was not resolved, you may request a review by the iA Financial Group Complaint Officer. The Complaint Officer examines complaints and proposes equitable solutions. All requests for reviews must be sent in writing to the Complaint 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:

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 and Health Insurance (OLHI).

OmbudService for Life & Health Insurance

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