To File a Complaint

At Money Concepts, we feel that customer complaints are important and that it is our responsibility to address them properly.

Money Concepts has set up a process for handling complaints and resolving disputes that allows clients to obtain answers and have their complaint treated in a fair manner in the event that they are dissatisfied with a decision or service, if an error was made while processing their file, if they have specific concerns or if they wish to file a complaint.

Steps to follow to file a complaint:

• Step 1 - Agent
• Step 2 - Client Service
• Step 3 - Complaint Officer

Step 1 - Agent

To express your dissatisfaction with regard to a service or product, contact the agent whose name appears on your statements and notices. To express your dissatisfaction with the services provided by an agent, you may contact the branch manager of the agency listed on your statements and notices.

Step 2 - Client Service

If you were unable to obtain a satisfactory response after completing Step 1, contact the Client Service Department.

Money Concepts (Canada) Ltd.
Investia Financial Services Inc.
400 Applewood Crescent
3rd Floor
Vaughan, Ontario
L4K 0C3 Toll free: 1-800-561-3643

Step 3 - Complaint Officer

If the problem was not resolved, you may request a review by the Industrial Alliance Complaint Officer. This person acts as an independent internal mediator. 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.

If the problem was not resolved, you may request a review by the compliance officer. This person examines complaints and proposes equitable solutions. All requests for reviews must be sent in writing to the compliance officer. Rest assured that your request will be treated in a confidential manner.

Industrial Alliance Insurance and Financial Services Inc.
Complaints Officer
1080 Grande Allée West
PO Box 1907, Station Terminus
Quebec City, Quebec G1K 7M3

E-mail: ombudsman@iaas.cam

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.