If you’re not happy with our Client Advocacy team’s final position and would like to take your complaint further, you can choose one of these options.
For complaints about:
- Life and health insurance – both Individual and Group
- An advisor’s conduct (except for mutual fund-related complaints)
- Group Retirement Services and pension products
Contact the OmbudService for Life & Health Insurance (OLHI). The OLHI is part of the Financial Services OmbudsNetwork, a national industry-based dispute resolution system for consumers of financial services. They can help you if you have concerns about life and health insurance products and services that haven’t been resolved through an insurance company’s problem resolution process.
OmbudService for Life and Health Insurance (OLHI)
2 Bloor St. West, Suite 700
Toronto, ON M4W 3E2
For complaints about:
- A mutual fund account
- A mutual fund dealer or representative (such as Sun Life Financial Investment Services Inc.)
- Trust company products and services
Contact the Ombudsman for Banking Services and Investments (OBSI). OBSI is part of the Financial Services OmbudsNetwork, a national industry-based dispute resolution system for consumers of financial services. They deal with concerns about banking services and investments that haven’t been resolved through a company’s problem-resolution process.
Ombudsman for Banking Services and Investments
20 Queen St. W. Suite 2400
P.O. Box 8
Toronto, Ontario M5H 3R3
Several different regulators oversee Sun Life’s products and services. Most regulators will bring our Ombudsman’s Office into a review of your complaint and will make a final decision.
For Quebec residents who have complaints about life and health insurance, financial products and services, including mutual fund dealers or representatives.
Contact the Autorité des marchés financiers (AMF). The AMF is mandated by the government of Quebec to regulate the province’s financial markets and assist consumers of financial products and services. At any time, you can ask Sun Life to transfer a copy of your complaint file to the AMF. You can find information about the AMF on its website at lautorite.qc.ca.
Autorité des marchés financiers
Direction des plaintes et de l’indemnisation
800, rue du Square-Victoria, 22 étage
C.P. 246, tour de la Bourse
Montreal (Quebec) H4Z 1G3
For complaints outside Quebec about a mutual fund account, a mutual fund dealer or representative (Sun Life Financial Investment Services Inc.).
Contact the Mutual Fund Dealers Association of Canada (MFDA). The MFDA is the national self-regulatory organization for the distribution side of the Canadian mutual fund industry (excluding Quebec). The MFDA’s primary focus is on compliance and enforcement. You can find out more about the MFDA by visiting its website at mfda.ca.
Mutual Fund Dealers Association of Canada
121 King Street West, Suite 1000
Toronto, ON M5H 3T9
For complaints about
- our complaint handling procedures
- our Public Accountability Statement
- our compliance with federal consumer protection laws
Contact the Financial Consumer Agency of Canada (FCAC). The FCAC supervises federally regulated financial institutions to ensure they comply with federal consumer protection laws. For more information about the FCAC, you can visit the FCAC website at fcac-acfc.gc.ca.
Financial Consumer Agency of Canada
427 Laurier Avenue West, 6th Floor
Ottawa, ON K1R 1B9
For Saskatchewan residents who have complaints about insurance products, please contact the Superintendent of Insurance.
Superintendent of Insurance
Insurance and Real Estate Division
Financial and Consumer Affairs Authority of Saskatchewan
4th Floor, 2365 Albert Street
Regina, Saskatchewan S4P 4K1