Commonly asked questions

  • Who can I contact for assistance?

    Your Investors Group Consultant should always be your first point of contact for questions about your accounts.

    You can also contact any of these other people for assistance:

    • 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.

    If you need technical assistance with using our site, you can call our Service Centre at 1-877-796-3788 Monday to Friday 7:00 a.m. to 7:00 p.m. or via email at accountview@investorsgroup.com

    If you have a complaint, you can contact the Investors Group Compliance Department through the Contact us link down below, or by mail:

    Investors Group
    Compliance Department
    447 Portage Ave
    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.

  • What happens when an account goes unclaimed?

    At Investors Group, we have policies and procedures for unclaimed accounts and we maintain a confidential record of account owners we have been unable to contact.

    We consider accounts to be unclaimed when it becomes evident that we have lost contact with the account owner. The most common examples are when mail sent to the owner is returned, or a cheque that was issued to the owner has not been cashed.

    There are other instances that cause us to declare that an account is unclaimed:

    • If an investment has matured (such as a Guaranteed Investment Certificate (GIC) and the owner has not provided instructions.
    • If a registered plan must be collapsed or converted into another investment and the owner has not provided instructions.
    • If an extended period of time has elapsed since the owner has taken any action or provided us with instructions pertaining to any of their investments. (An automated purchase or withdrawal plan is not included in this definition.)

    We make reasonable efforts to locate and notify owners of unclaimed accounts, based in part on the value of the account. In some cases we may ask Canada Revenue Agency (CRA) to send a letter on our behalf based on the return address of the owner's latest tax return.

    If you suspect that you may have an unclaimed account with us, please call us at 1-888-746-6344 or in Quebec at 1-800-661-4578. You can also reach us through the Contact us link at the bottom of the page.

    We will ask you to provide suitable identification as well as proof of ownership of the investment.

    If you are an executor for an estate or have power of attorney for someone that you suspect may have an unclaimed account, we will ask you to include evidence of your authority to act on behalf of the owner and/or an indemnity depending on the circumstances.

    In creating our policies for unclaimed accounts, we have followed regulations for "Unclaimed Property" that have been enacted in Alberta, British Columbia and Quebéc. If you are, or have been a resident of these provinces, legislation permits us to transfer or report unclaimed property to the appropriate authorities after a period of time. If this is case, we may advise you to contact those authorities directly. This also applies to investments that are subject to federal regulation (such as a GIC), whereby we may refer you to the Bank of Canada.

  • How does Investor’s Group support individuals with disabilities?

    We’re committed to providing access to our facilities, products and services for all disabled Canadians, and we have a series of policies and procedures in place to guide the actions of our employees and Consultants.

    They are intended to address, at a minimum, the requirements of the Accessibility for Ontarians with Disabilities Act 2005 and similar or related standards and regulations.

    These policies and procedures include:

    • Customer service practices to ensure that products and services are made available in a manner that respects the dignity and independence of individuals with disabilities
    • Courses of action to follow in the event of a service disruption
    • Training techniques on how best to provide accessibility
    • Ways to handle consumer feedback and/or concerns
  • Why do I need to verify my identity with a personal security question?

    To ensure your security, any time you sign in for the first time using a new computer, phone or browser you will be required to answer the personal security question.

  • Why should I choose electronic documents?

    Convenient

    View, print or download your documents anytime, any day, and from anywhere that has a secure connection. You don’t have to wait for mail delivery and up to seven years of documents are available at your fingertips.

    Secure

    Safety and security of your personal information is of utmost importance. Only you have access to your online documents, and without a paper document, there’s no chance your information will be lost or end up in the wrong hands.

    Environmentally friendly

    By choosing to go paperless, you’ll be helping to reduce your carbon footprint and saving the energy consumed by producing and delivering paper documents.

    Flexible

    If you change your mind and want to go back to receiving paper documents in the mail, no problem. You can switch back at any time – instantly, online.

  • My profile is locked. What can I do?

    To restore access, please contact our support centre at 1-877-796-3788 (Monday - Friday, 7 a.m. to 7 p.m. CT) or email onlineaccess@investorsgroup.com.

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Contact Us

Already a client?

Contact your advisor

Not yet a client?

1-888-746-6344
Monday to Friday 7 a.m. – 7 p.m.

In Québec
1-800-661-4578
Monday – Friday 8 a.m. – 6 p.m. Eastern time

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