If you have a concern about your account, we hope that you will let us know and allow us to resolve it. You may contact any of the following for assistance:
- Your Consultant
- Your Consultant’s Division Director
- Your Consultant’s Regional Director
- The Investors Group Compliance Department
Your Consultant, the Division Director or Regional Director can all be reached at the office and phone number shown on your quarterly account statement. You can contact the Investors Group Compliance Department through the Contact us link or by mail:
447 Portage Avenue
Winnipeg, MB R3B 3H5
A complaint that is received by the Compliance Department will be dealt with fairly and in a timely manner. It will generally include:
- An examination of all information provided by you
- An examination of all information provided by your Consultant
- An examination of the information retained in our Head Office records
You will receive a letter from the Compliance Department acknowledging receipt of the complaint and providing you with the contact information for the assigned Investigator. The Investigator will contact you during the course of the review if any questions arise. You can contact the Investigator at any time if you have questions or additional information to provide. A written summary of the review and any recommendations will be provided directly to you by the Investors Group Compliance Department upon completion.
If you have a complaint regarding a mortgage with Investors Group that we cannot resolve to your satisfaction, you may also contact the Financial Consumer Agency of Canada in writing at its office at 427 Laurier Avenue West, 6th floor, Ottawa, Ontario K1R 1B9 or through its website at www.fcac-acfc.gc.ca.