Complaints can be informal or formal.

The informal complaint process involves contacting the Consumer Complaints Officer either by telephone (416) 365-1900/1-800-265-3097 , or by e-mail ( The Complaints Officer will try and help to resolve the issue. In some circumstances it will be recommended that a formal complaint be provided in writing to proceed with the complaint.

The formal investigation involves an enquiry into professional misconduct on the part of a licensed insurance broker. This type of complaint requires a detailed letter from a member of the public or consumer, listing specifics as to the nature of the issue. Included with this detailed complaint should be copies of any documentation that may assist the investigator in the enquiry. For further information on the complaint process, including the documentation that needs to be provided, please contact the Consumer Complaints Officer.