Clients, employees, officers, directors, representatives and advisors of GroupSource (hereinafter “the firm”) are encouraged to voice their inquiries or concerns. Each inquiry or complaint shall be addressed with confidentiality, openness and fairness, in a timely and consistent manner. GroupSource will do their absolute best to ensure that the inquiry or complaint is resolved to the client’s satisfaction.

A complaint is the expression of one of the following elements that persists after being examined by a representative:

• A reproach you have against our firm
• A real or potential harm you have sustained or may sustain as a result of something we did or are doing
• A request for remedial action

Contact a GroupSource Representative, Department Manager, or Relationship Manager to communicate the reason of your dissatisfaction with a product or service. Your complaint will be assessed to determine the seriousness of the concern and if there is an immediate answer or solution. Once the initial assessment has been completed, appropriate measures will then be taken to provide a suitable response.

T: 1-800-661-6195
E-Mail: askus@groupsource.ca

If you still feel that your issue has not been resolved, complaints can either be forwarded or submitted directly to the firms Chief Complaints Officer in writing:

E-Mail: customer.resolution@groupsource.ca

Once the Chief Complaints Officer receives your complaint, they will open a file, log the complaint in the firms register, provide you with acknowledgement of receipt within 5 days, and conduct a thorough review of the concerns you’ve raised.

Your file will contain the following information:

• Your written complaint and all documents received from you
• Our analysis of the complaint
• Any information related to the complaint
• Our final written response to you with justifying reasons

The Chief Complaints Officer will then notify the insurance company who is providing products to the complainant. The insurance company will receive copies of all correspondence and communications regarding the complaint and will also receive notice when the complaint has been resolved and/or rectified.

If the inquiry or complaint is not dealt with by the firm but is instead the responsibility of the firm’s service providers, then it is the duty of the firm to direct the client’s issue to the designated person for their review. The firm will follow up with the service provider to verify if the inquiry or complaint was resolved and what was done to resolve the issue. If the inquiry or complaint cannot be immediately dealt with, the firm shall advise the client that more time will be necessary to adequately answer their question or concern.

The Chief Complaints Officer will provide you with a written response within 30 days from the acknowledgement of receipt explaining the decision made.

If the inquiry or complaint is the result of the firm’s error, an apology will be issued, and appropriate measures will be taken to correct the error. If the complaint is not the error of the firm, a detailed explanation of the firm’s decision or the client’s plan policy will be provided.

*If you reside in Quebec, you may ask us, at any time, to transfer your file to the Autorité des marchés financiers. You can reach the Autorité des marchés financiers toll-free at 1-877-525-0337 or visit their website at www.lautorite.qc.ca.   

GroupSource is dedicated to building long and prosperous relationships with their clients. It is GroupSource’ goal to provide quality service and to ensure the client is the top priority.