We are committed to the efficient and fair resolution of complaints.
We value your business and want to ensure that you receive the highest standard of customer service.
What to do when you have a complaint – our customer complaint handling process
At ivari, our core values of respect, quality, transparency, and trust guide everything we do, including handling your complaint in a timely and courteous manner. As our valued customer, If you have a complaint about an ivari product or service you have received, please follow the steps noted below.
It is a good practice to raise your complaint as soon as the issue occurs. Usually, the person you first deal with can resolve your issue. If you do not notice the issue right away, you can get in touch with us at any time to voice your concern.
Step 1: Let us know
If you have a complaint, please speak with your Advisor or an ivari Customer Service Associate. If required your complaint may be escalated to a manager for review.
Your Advisor’s contact information is available on your statements and notices.
To contact an ivari Customer Service Associate, please use the following:
If you are not satisfied with the decision provided, let your Advisor or Customer Service Associate know. All relevant details will then be communicated to ivari Management for further consideration.
Step 3: ivari Ombuds Office
If your concern remains unresolved to your satisfaction, you may write to ivari’s Ombuds Office. The Ombuds Office is independent from ivari’s operational management and will perform a separate review of your complaint. You may provide your complaint by email to the Ombuds Office at:
Ombudsman des assurances de personnes
Address: 2001, boul. Robert Bourassa, 17e étage, Montréal (Québec) H3A 2A6
Attention: À l’attention de la Directrice générale
Phone : 514-282-2088; Toll free: 1-866-582-2088 ; Bell Relay Service (Hearing Impaired): 1-800-855-0511
Financial Consumer Agency of Canada (FCAC), for Federal consumer provision complaints