Reporting A Complaint

FaithLife Financial is committed to providing the best possible service to our Members. Our staff, Financial Representatives, and Brokers are available to answer any questions or requests for information about your financial products.

It is the policy of FaithLife Financial to ensure that all complaints are identified, evaluated, monitored and handled fairly, impartially and confidentially in compliance with applicable federal and provincial laws, regulations and industry guidelines.

Our commitment to you is to provide a written acknowledgement of your complaint within 5 business days. The acknowledgement will include the anticipated time frame, always within 30 business days, from the date of the receipt of the Complaint, for completion of the response. This time frame could be extended if the details of the complaint are incomplete.  In that case FaithLife Financial may request additional information to ensure the satisfactory handling of the complaint, and if necessary, the complaint resolution period may be extended beyond 30 days.

When making a complaint it is important that you provide as much information as possible about the problem. We will need the name of the insured, policy number, name of the representative, date the issue occurred, and the specifics of your concern.

For Privacy complaint(s), please visit our Privacy Policy.

For Accessibility complaint(s), please visit our Accessibility Information.

For all other complaints please follow the steps outlined below:

Step 1 - Financial Representative/Broker

Contact your Financial Representative or Broker and provide them with the details about the product and/or service issue you are unhappy with. If you do not have a Financial Representative or Broker assigned to you, please move directly to Step 2 and contact a Member Services Associate.

Step 2 - Member  Services Team

If you are unsatisfied by your representative's resolution, or you do not have a representative, contact our Member Services team by mail, telephone or email

Mail:                   

Member Services

FaithLife Financial
470 Weber Street North
Waterloo ON N2J 4G4

Telephone: 519-886-4617 Ext. 242

Toll-Free: 1-800-563-6237

Fax: 519-886-0350

Email: member.services@faithlifefinancial.ca

 
Step 3 - Ombudsperson

If your complaint is not resolved to your satisfaction through steps 1 and 2, you may escalate it to FaithLife Financial's Ombudsperson. 

Mail:                   

Ombudsperson

FaithLife Financial
470 Weber Street North
Waterloo ON N2J 4G4

Fax: 519-886-0350

Email: ombudsperson@faithlifefinancial.ca

The Ombudsperson will ask the appropriate business area to investigate and provide a report on its findings to the Ombudsperson. In all cases the Ombudsperson will review the findings and advise the complainant of FaithLife Financial's final position to the complainant.

A response will be provided in writing to the complainant within 30 business days of the date of receipt by the Ombudsperson of the escalated complaint. If the response to the complaint cannot be provided within this period, the Ombudsperson will inform the complainant in writing.


Step 4 - Independent Third Party Resolution

If you are dissatisfied with FaithLife Financial's final position, you may choose to have the matter arbitrated by the OmbudService for Life and Health Insurance (OLHI) which is an independent service dealing with concerns about life and health insurance products/services that have not been resolved through FaithLife Financial's internal dispute-resolution processes. 

OmbudService for Life and Health Insurance (OLHI)

Website: http://www.olhi.ca

Toronto Office:               

401 Bay Street, Suite 1507
P.O. Box 7
Toronto ON M5H 2Y4

Telephone: 416-777-9002

Toll Free: 1-888-295-8112

Fax: 416-777-9750

Montreal Office:            
2001 University Street, 17th Floor
Montreal QC H3A 2A6

Telephone: 514-282-2088

Toll Free: 1-866-582-2088 (within Quebec)

Fax: 514-285-4076


Alternately, you can choose to contact your provincial regulator.

Also, the Financial Consumer Agency of Canada (FCAC) supervises federally regulated financial institutions like FaithLife Financial, to ensure they comply with federal consumer protection laws. 

Financial Consumer Agency of Canada (FCAC)

Website: http://www.fcac-acfc.gc.ca 

Ottawa Office: 

427 Laurier Avenue West, 6th Floor
Ottawa ON K1R 1B9.

Telephone: 613-996-5454 (Ottawa area or outside Canada)

Toll Free: 1-866-461-3222