How to submit a complaint
Consumer complaints help FSRA identify regulatory behaviour that may influence our supervisory and enforcement activities. If you're experiencing an issue with a company or individual, please watch this video before using our step-by-step tool below.
Step 1: Choose one of the following
I have a complaint about…
An insurance agent or company
A credit union or caisses populaires
A mortgage agent, broker, a brokerage or administrator
A Financial Planner or a Financial Advisor
A Health Service Provider (HSP) who is providing care for an injury from a vehicle accident
A pension plan organization or administrator
A bank, loan and trust company, or an investment/securities firm
Financial Services Regulatory Authority of Ontario (FSRA)Step 2: File a complaint with the insurance company
First, contact the insurance company’s Complaint Officer directly and follow their process to file a complaint. They will review your information and send you a final position letter. This letter is their response and final decision about your complaint and serves as evidence that you completed the complaint process with them and there is a documented outcome of your complaint.
While you are dealing with the company or individual, keep detailed notes of your conversations, including dates, times, and the names of anyone you speak with.
If you are not satisfied with their decision, there are other options available.
View other options?
Step 3: Consider your options
Choose the option that best matches what you want to do next.
I want to reach out to an organization for advice
The following organizations can provide advice:
For Life Insurance complaints
Contact OmbudService for Life and Health Insurance (OLHI)
For all other insurance complaints
The Insurance Bureau of Canada (IBC) offers a Consumer Information Centre that can provide guidance and information.
I want an independent review of the decision made by the insurance company
The following organizations can provide an independent review:
For Life Insurance complaints
Contact OmbudService for Life and Health Insurance (OLHI)
For all other insurance complaints
I want to inform FSRA that a business or person regulated by FSRA may be breaching a regulatory requirement.
Step 4: What will FSRA do
Complaints help FSRA uphold high professional standards and protect the public from harm. Complaints help inform business planning and regulatory actions, and may lead to disciplinary measures, reviews, legislative changes, or public education campaigns.
Here is what we can and cannot do regarding your complaint:
What FSRA can do
- Check your complaint to confirm whether the person or company followed the acts and regulations we oversee.
- If the acts and regulations were not followed, or if we identify any conduct or practices that can be improved, FSRA will take appropriate action such as education, warnings, or enforcements with the individual or company.
- If no misconduct is identified, or if the concern falls outside of FSRA’s jurisdiction, we will refer you to an organization that’s better suited to handle your complaint.
What FSRA cannot do
- Settle disagreements in a contract, issue a refund or get compensation for you.
- Change laws or regulations.
Do you want to proceed with filing a complaint with FSRA?
Step 5: What FSRA requires
To proceed, FSRA requires a final position letter from the insurance company to review your complaint.
Did you submit a complaint to the insurance company and receive a final position letter from them explaining their decision?
To proceed, FSRA requires a final position letter from the insurance company to review your complaint.
- If you have not yet filed a complaint, contact the insurer’s complaint officer and file a complaint. They will investigate and send you a final position letter explaining their decision (see step 2 for more information).
- If the company hasn’t given you a final position letter, you can file a complaint with FSRA if you show proof of your attempts to get it.
Step 6: Our complaint process and service standards
Two teams manage the complaint process:
- The Contact Centre handles inquiries and is the starting point for all complaints received. This ensures that all complaints are handled and tracked in the same way.
- The Complaints and Risk Assessment Unit reviews complaints in accordance with applicable legislation and determines whether regulatory action is warranted.
Below outlines the process for complaints and includes the service standards we follow.
1
If you have questions
You can call the Contact Centre for information.
Service standards
Your call will be answered immediately, or if the agents are busy, you can leave a message and receive a call back within 1 business day.
Accessibility assistance
TTY: 416-590-7108
Toll-free TTY: 1-800-387-0584
If you require additional assistance please send us an email at [email protected].
You can send a question by email to [email protected].
You will get an automatic message confirming that they received your email. They will respond to your email within 3 business days.
2
Complete the form
The first step in the process is for you to complete all relevant fields following the directions in the form.
There are two types of complaint forms to choose from. You can either:
- Fill out a complaint form that includes your name (this gives FSRA the ability to contact you).
- Fill out an anonymous complaint form (FSRA is unable to contact you).
3
Submit
The next step is for you to send the form using one of the options indicated in the form.
You can send by email, regular mail or fax.
- Email: [email protected]
- Fax: 416‑590‑8480
- Regular mail:
25 Sheppard Avenue West, Suite 100,
Toronto, ON, M2N 6S6
4
Intake
The Contact Centre will receive and review your complaint based on the information you provided.
Service standards
- Within 3 business days they will assess whether the company or individual is licensed with FSRA.
- If they are not, they may suggest other organizations that may be able to help.
- If they are, the Contact Centre will forward your complaint to FSRA’s Complaints and Risk Assessment Unit.
5
Review
You will receive a confirmation that your complaint has been assigned a file number for your reference.
The Compliance Officer will call you to go over the information you provided. They may ask for additional information.
Service standards
Within 10 business days.
The Compliance Officer will conduct a thorough and impartial review which may include reaching out to others involved.
The review process takes time.
Our service goal is to complete a review of 80% of complaints within 90 days. Complex complaints may take longer.
Working together respectfully
FSRA is committed to treating you with respect and kindness, and we ask the same in return. FSRA will not tolerate behaviour that is abusive, intimidating, or threatening toward staff.
Generic AI-produced content isn’t helpful for our review. We ask that you share your experience and concerns in your own words.
FSRA’s decision is final. We may reconsider our decision if new and relevant information is provided. Any decision to conduct additional review is made solely at FSRA’s discretion.
Will I be informed of the outcome?
FSRA will contact you throughout the review process and may reach out for additional information. There are several potential outcomes that FSRA may consider and if the decision has resulted in an enforcement action, information will be publicly posted on the Enforcement Action and Warnings section of FSRA’s website.
Step 2: File a complaint with the credit union
First, contact the credit union complaints officer directly and follow their process to file a complaint. They will review your information and send you a written response. This response serves as evidence that you completed the complaint process with them and there is a documented outcome of your complaint.
While you are dealing with the company or individual, keep detailed notes of your conversations, including dates, times, and the names of anyone you speak with.
If you are not satisfied with their decision, there are other options available.
View other options?
Step 3: Consider your options
Choose the option that best matches what you want to do next.
I am not satisfied with the response and I would like to take further actions to obtain compensation or remedy for my situation
You may wish to consider:
- Small claims court (legal support can be sought from the Law Society of Ontario, Legal Aid Ontario, or Pro Bono Ontario
- Investors Protection Clinic (if your complaint is investment-related)
- Insurance ombudsman (if your complaint is insurance-related)
I want to inform FSRA that a business or person regulated by FSRA may be breaching a regulatory requirement.
If your concern is about compliance with regulatory requirements, you can contact FSRA.
To proceed, FSRA requires a written response from the company to review your complaint.
If you have not yet filed a complaint, contact the credit union complaints officer and file a complaint. They will investigate and send you a written response explaining their decision.
If the company hasn’t given you a written response, you can file a complaint with FSRA if you show proof of your attempts to get it.
Step 4: What will FSRA do
Complaints help FSRA uphold high professional standards and protect the public from harm. Complaints help inform business planning and regulatory actions, and may lead to disciplinary measures, reviews, legislative changes, or public education campaigns.
Here is what we can and cannot do regarding your complaint:
What FSRA can do
- Check your complaint to confirm whether the person or company followed the acts and regulations we oversee.
- If the acts and regulations were not followed, or if we identify any conduct or practices that can be improved, FSRA will take appropriate action such as education, warnings, or enforcements with the individual or company.
- If no misconduct is identified, or if the concern falls outside of FSRA’s jurisdiction, we will refer you to an organization that’s better suited to handle your complaint.
What FSRA cannot do
- Handle complaints about activities or companies based outside of Ontario.
- Settle disagreements in a contract, issue a refund or get compensation for you.
- Change laws or regulations.
Do you want to proceed with filing a complaint with FSRA?
Step 5: Our complaint process and service standards
Two teams manage the complaint process:
- The Contact Centre handles inquiries and is the starting point for all complaints received. This ensures that all complaints are handled and tracked in the same way.
- The Complaints and Risk Assessment Unit reviews complaints in accordance with applicable legislation and determines whether regulatory action is warranted.
Below outlines the process for complaints and includes the service standards we follow.
1
If you have questions
You can call the Contact Centre for information.
Service standards
Your call will be answered immediately, or if the agents are busy, you can leave a message and receive a call back within 1 business day.
Accessibility assistance
TTY: 416-590-7108
Toll-free TTY: 1-800-387-0584
If you require additional assistance please send us an email at [email protected].
You can send a question by email to [email protected].
You will get an automatic message confirming that they received your email. They will respond to your email within 3 business days.
2
Complete the form
The first step in the process is for you to complete all relevant fields following the directions in the form.
There are two types of complaint forms to choose from. You can either:
- Fill out a complaint form that includes your name (this gives FSRA the ability to contact you).
- Fill out an anonymous complaint form (FSRA is unable to contact you).
3
Submit
The next step is for you to send the form using one of the options indicated in the form.
You can send by email, regular mail or fax.
- Email: [email protected]
- Fax: 416‑590‑8480
- Regular mail:
25 Sheppard Avenue West, Suite 100,
Toronto, ON, M2N 6S6
4
Intake
The Contact Centre will receive and review your complaint based on the information you provided.
Service standards
- Within 3 business days they will assess whether the company or individual is licensed with FSRA.
- If they are not, they may suggest other organizations that may be able to help.
- If they are, the Contact Centre will forward your complaint to FSRA’s Complaints and Risk Assessment Unit.
5
Review
You will receive a confirmation that your complaint has been assigned a file number for your reference.
The Compliance Officer will call you to go over the information you provided. They may ask for additional information.
Service standards
Within 10 business days.
The Compliance Officer will conduct a thorough and impartial review which may include reaching out to others involved.
The review process takes time.
Our service goal is to complete a review of 80% of complaints within 90 days. Complex complaints may take longer.
Working together respectfully
FSRA is committed to treating you with respect and kindness, and we ask the same in return. FSRA will not tolerate behaviour that is abusive, intimidating, or threatening toward staff.
Generic AI-produced content isn’t helpful for our review. We ask that you share your experience and concerns in your own words.
FSRA’s decision is final. We may reconsider our decision if new and relevant information is provided. Any decision to conduct additional review is made solely at FSRA’s discretion.
Will I be informed of the outcome?
FSRA will contact you throughout the review process and may reach out for additional information. There are several potential outcomes that FSRA may consider and if the decision has resulted in an enforcement action, information will be publicly posted on the Enforcement Action and Warnings section of FSRA’s website.
Step 2: File a complaint with the mortgage brokerage, broker, agent, or administrator
First, contact your mortgage brokerage, broker, agent, or administrator directly and follow their process to file a complaint. They will review your information and send you a written response. This response serves as evidence that you completed the complaint process with them and there is a documented outcome of your complaint.
While you are dealing with the company or individual, keep detailed notes of your conversations, including dates, times, and the names of anyone you speak with.
If you are not satisfied with their decision, there are other options available.
View other options?
Step 3: Consider your options
Choose the option that best matches what you want to do next.
I am not satisfied with the response and I would like to take further actions to obtain compensation or remedy for my situation
You may wish to consider:
- Small claims court (legal support can be sought from the Law Society of Ontario, Legal Aid Ontario, or Pro Bono Ontario
- Investors Protection Clinic (if your complaint is investment-related)
I want to inform FSRA that a business or person regulated by FSRA may be breaching a regulatory requirement.
If your concern is about compliance with regulatory requirements, you can contact FSRA.
To proceed, FSRA requires a written response from the company to review your complaint.
If you have not yet filed a complaint, contact the mortgage brokerage, broker, agent, or administrator and file a complaint. They will investigate and send you a written response explaining their decision.
If the company hasn’t given you a written response, you can file a complaint with FSRA if you show proof of your attempts to get it.
Step 4: What will FSRA do
Complaints help FSRA uphold high professional standards and protect the public from harm. Complaints help inform business planning and regulatory actions, and may lead to disciplinary measures, reviews, legislative changes, or public education campaigns.
Here is what we can and cannot do regarding your complaint:
What FSRA can do
- Check your complaint to confirm whether the person or company followed the acts and regulations we oversee.
- If the acts and regulations were not followed, or if we identify any conduct or practices that can be improved, FSRA will take appropriate action such as education, warnings, or enforcements with the individual or company.
- If no misconduct is identified, or if the concern falls outside of FSRA’s jurisdiction, we will refer you to an organization that may be able to assist.
What FSRA cannot do
- Settle disagreements in a contract, issue a refund or get compensation for you.
- Change laws or regulations.
- Resolve complaints about activities that fall outside of FSRA’s jurisdiction, such as loans that are not secured by real estate (e.g., payday loans or personal loans).
Do you want to proceed with filing a complaint with FSRA?
Step 5: Our complaint process and service standards
Two teams manage the complaint process:
- The Contact Centre handles inquiries and is the starting point for all complaints received. This ensures that all complaints are handled and tracked in the same way.
- The Complaints and Risk Assessment Unit reviews complaints in accordance with applicable legislation and determines whether regulatory action is warranted.
Below outlines the process for complaints and includes the service standards we follow.
1
If you have questions
You can call the Contact Centre for information.
Service standards
Your call will be answered immediately, or if the agents are busy, you can leave a message and receive a call back within 1 business day.
Accessibility assistance
TTY: 416-590-7108
Toll-free TTY: 1-800-387-0584
If you require additional assistance please send us an email at [email protected].
You can send a question by email to [email protected].
You will get an automatic message confirming that they received your email. They will respond to your email within 3 business days.
2
Complete the form
The first step in the process is for you to complete all relevant fields following the directions in the form.
There are two types of complaint forms to choose from. You can either:
- Fill out a complaint form that includes your name (this gives FSRA the ability to contact you).
- Fill out an anonymous complaint form (FSRA is unable to contact you).
3
Submit
The next step is for you to send the form using one of the options indicated in the form.
You can send by email, regular mail or fax.
- Email: [email protected]
- Fax: 416‑590‑8480
- Regular mail:
25 Sheppard Avenue West, Suite 100,
Toronto, ON, M2N 6S6
4
Intake
The Contact Centre will receive and review your complaint based on the information you provided.
Service standards
- Within 3 business days they will assess whether the company or individual is licensed with FSRA.
- If they are not, they may suggest other organizations that may be able to help.
- If they are, the Contact Centre will forward your complaint to FSRA’s Complaints and Risk Assessment Unit.
5
Review
You will receive a confirmation that your complaint has been assigned a file number for your reference.
The Compliance Officer will call you to go over the information you provided. They may ask for additional information.
Service standards
Within 10 business days.
The Compliance Officer will conduct a thorough and impartial review which may include reaching out to others involved.
The review process takes time.
Our service goal is to complete a review of 80% of complaints within 90 days. Complex complaints may take longer.
Working together respectfully
FSRA is committed to treating you with respect and kindness, and we ask the same in return. FSRA will not tolerate behaviour that is abusive, intimidating, or threatening toward staff.
Generic AI-produced content isn’t helpful for our review. We ask that you share your experience and concerns in your own words.
FSRA’s decision is final. We may reconsider our decision if new and relevant information is provided. Any decision to conduct additional review is made solely at FSRA’s discretion.
Will I be informed of the outcome?
FSRA will contact you throughout the review process and may reach out for additional information. There are several potential outcomes that FSRA may consider and if the decision has resulted in an enforcement action, information will be publicly posted on the Enforcement Action and Warnings section of FSRA’s website.
Step 2: Confirm if your service provider is licensed
FSRA’s role as a regulator is to review complaints to ensure that HSPs are complying with their regulatory requirements. Licensed HSPs must comply with all applicable requirements under the Insurance Act, its regulations, and FSRA rules. This includes promoting high standards of business conduct and protecting consumers’ rights and interests.
Is your service provider licensed by FSRA?
Step 3: Consider your options
Choose the option that best matches what you want to do next.
I want to file a complaint about inappropriate or unprofessional conduct by a regulated health care professional such as dishonesty, harassment, or abusive language.
Please visit Regulated health professions at Ontario.ca to learn about Ontario’s regulated health professions, corresponding regulatory colleges, scope of practice and related legislation.
I want to file a complaint about my entitlement to or amount of Statutory Accident Benefit claims.
You must file an application with the Licence Appeal Tribunal – Automobile Accident Benefits Service .
I want to inform FSRA that an HSP may be breaching its regulatory requirements relating to billings and business practices for claims under the Statutory Accident Benefits Schedule (SABS).
Step 4: What will FSRA do
Complaints help FSRA uphold high professional standards and protect the public from harm. Complaints help inform business planning and regulatory actions, and may lead to disciplinary measures, reviews, legislative changes, or public education campaigns.
Here is what we can and cannot do regarding your complaint:
What FSRA can do
- Carefully review your complaint to check if the business and billing practices, related to claims under SABS, comply with the acts and regulations we oversee.
- If the acts and regulations were not followed, or if we identify any conduct or practices that can be improved, FSRA will take appropriate action such as education, warnings, or enforcements with the individual or company.
- If no misconduct is identified, or if the concern falls outside of FSRA’s jurisdiction, we will refer you to an organization that’s better suited to handle your complaint.
What FSRA cannot do
- Settle disagreements in a contract, issue a refund or get compensation for you.
- Change laws or regulations.
- Review entitlement or amount of Statutory Accident Benefit claims.
- Review matters related to a regulated health care professional’s conduct.
Do you want to proceed with filing a complaint with FSRA?
Step 5: Our complaint process and service standards
Two teams manage the complaint process:
- The Contact Centre handles inquiries and is the starting point for all complaints received. This ensures that all complaints are handled and tracked in the same way.
- The Complaints and Risk Assessment Unit reviews complaints in accordance with applicable legislation and determines whether regulatory action is warranted.
Below outlines the process for complaints and includes the service standards we follow.
1
If you have questions
You can call the Contact Centre for information.
Service standards
Your call will be answered immediately, or if the agents are busy, you can leave a message and receive a call back within 1 business day.
Accessibility assistance
TTY: 416-590-7108
Toll-free TTY: 1-800-387-0584
If you require additional assistance please send us an email at [email protected].
You can send a question by email to [email protected].
You will get an automatic message confirming that they received your email. They will respond to your email within 3 business days.
2
Complete the form
The first step in the process is for you to complete all relevant fields following the directions in the form.
There are two types of complaint forms to choose from. You can either:
- Fill out a complaint form that includes your name (this gives FSRA the ability to contact you).
- Fill out an anonymous complaint form (FSRA is unable to contact you).
3
Submit
The next step is for you to send the form using one of the options indicated in the form.
You can send by email, regular mail or fax.
- Email: [email protected]
- Fax: 416‑590‑8480
- Regular mail:
25 Sheppard Avenue West, Suite 100,
Toronto, ON, M2N 6S6
4
Intake
The Contact Centre will receive and review your complaint based on the information you provided.
Service standards
- Within 3 business days they will assess whether the company or individual is licensed with FSRA.
- If they are not, they may suggest other organizations that may be able to help.
- If they are, the Contact Centre will forward your complaint to FSRA’s Complaints and Risk Assessment Unit.
5
Review
You will receive a confirmation that your complaint has been assigned a file number for your reference.
The Compliance Officer will call you to go over the information you provided. They may ask for additional information.
Service standards
Within 10 business days.
The Compliance Officer will conduct a thorough and impartial review which may include reaching out to others involved.
The review process takes time.
Our service goal is to complete a review of 80% of complaints within 90 days. Complex complaints may take longer.
Working together respectfully
FSRA is committed to treating you with respect and kindness, and we ask the same in return. FSRA will not tolerate behaviour that is abusive, intimidating, or threatening toward staff.
Generic AI-produced content isn’t helpful for our review. We ask that you share your experience and concerns in your own words.
FSRA’s decision is final. We may reconsider our decision if new and relevant information is provided. Any decision to conduct additional review is made solely at FSRA’s discretion.
Will I be informed of the outcome?
FSRA will contact you throughout the review process and may reach out for additional information. There are several potential outcomes that FSRA may consider and if the decision has resulted in an enforcement action, information will be publicly posted on the Enforcement Action and Warnings section of FSRA’s website.
FSRA protects Ontarians by regulating a variety of financial services but does not regulate:
Banks
If you have a complaint about a federally regulated bank, or a loan and trust company, please contact:
- Financial Consumer Agency of Canada (FCAC)
- Office of the Superintendent of Financial Institutions (OSFI)
- Ombudsman for Banking Services and Investments (OBSI)
- Your bank’s external complaints body (your bank will tell you which organization applies)
Investment and securities firms
If you have a complaint about investment and securities firms, please contact:
Step 2: File a complaint with the pension plan administrator
If you have a complaint about a pension plan in Ontario, the first step is to contact the pension plan administrator directly. Send your complaint in writing and ask for a written response.
Step 3: File a complaint with FSRA
If you are unable to resolve the issue directly with the pension plan administrator, you can file a complaint with FSRA by sending an email to [email protected].
What to include
Please include a description of the problem, including any correspondence or documentation that you’ve received from the pension plan administrator. Also include the name and registration number of the pension plan.
In addition, privacy legislation requires FSRA to have your consent before sharing any information with the administrator. Please provide FSRA with a written consent (by letter or email) to:
- contact the administrator on your behalf regarding your case; and
- forward to the administrator copies of any information that you have provided to FSRA.
If you require additional assistance, please contact us during regular business hours (Monday - Friday, 8 a.m. - 5 p.m.)
Contact us
Tel: 416-250-7250
Toll free: 1-800-668-0128
Email: [email protected]
Mail:
Financial Services Regulatory Authority of Ontario (FSRA)
Pension Division
25 Sheppard Avenue West, Suite 100
Toronto, ON
M2N 6S6
Step 2: Consider your options
Choose the option that best matches what you want to do next.
I want to file a complaint about inappropriate or unprofessional conduct by a Financial Planner or Financial Advisor, such as dishonesty, fraud, harassment, or abusive language.
I would like to take further actions to obtain compensation or remedy for my situation
You may wish to consider:
- Small claims court (legal support can be sought from the Law Society of Ontario, Legal Aid Ontario, or Pro Bono Ontario
- Investors Protection Clinic (if your complaint is investment-related)
I want to inform FSRA of:
- An individual using the Financial Planner or Financial Advisor title (or a similar title) without an approved credential.
- An organization falsely claiming to be a FSRA‑approved credentialing body.
- An organization falsely offering FSRA‑approved credentials.
- A FSRA‑approved credentialing body that may be breaching its regulatory requirements.
Step 3: What will FSRA do
Complaints help FSRA uphold high professional standards and protect the public from harm. Complaints help inform business planning and regulatory actions, and may lead to disciplinary measures, reviews, legislative changes, or public education campaigns.
Here is what we can and cannot do regarding your complaint:
What FSRA can do
- Check your complaint to confirm whether the individual or organization followed the acts and regulations we oversee.
- If the acts and regulations were not followed, or if we identify any conduct or practices that can be improved, FSRA will take appropriate action such as education, warnings, or enforcements with the individual or organization.
- If no misconduct is identified, or if the concern falls outside of FSRA’s jurisdiction, we will refer you to an organization that may be able to assist.
What FSRA cannot do
- Settle disagreements in a contract, issue a refund or get compensation for you.
- Change laws or regulations.
- Review matters related to a Financial Planner’s or a Financial Advisor’s conduct.
Do you want to proceed with filing a complaint with FSRA?
Step 4: Our complaint process and service standards
Two teams manage the complaint process:
- The Contact Centre handles inquiries and is the starting point for all complaints received. This ensures that all complaints are handled and tracked in the same way.
- The Complaints and Risk Assessment Unit reviews complaints in accordance with applicable legislation and determines whether regulatory action is warranted.
Below outlines the process for complaints and includes the service standards we follow.
1
If you have questions
You can call the Contact Centre for information.
Service standards
Your call will be answered immediately, or if the agents are busy, you can leave a message and receive a call back within 1 business day.
Accessibility assistance
TTY: 416-590-7108
Toll-free TTY: 1-800-387-0584
If you require additional assistance please send us an email at [email protected].
You can send a question by email to [email protected].
You will get an automatic message confirming that they received your email. They will respond to your email within 3 business days.
2
Complete the form
The first step in the process is for you to complete all relevant fields following the directions in the form.
There are two types of complaint forms to choose from. You can either:
- Fill out a complaint form that includes your name (this gives FSRA the ability to contact you).
- Fill out an anonymous complaint form (FSRA is unable to contact you).
3
Submit
The next step is for you to send the form using one of the options indicated in the form.
You can send by email, regular mail or fax.
- Email: [email protected]
- Fax: 416‑590‑8480
- Regular mail:
25 Sheppard Avenue West, Suite 100,
Toronto, ON, M2N 6S6
4
Intake
The Contact Centre will receive and review your complaint based on the information you provided.
Service standards
- Within 3 business days they will assess whether the company or individual is licensed with FSRA.
- If they are not, they may suggest other organizations that may be able to help.
- If they are, the Contact Centre will forward your complaint to FSRA’s Complaints and Risk Assessment Unit.
5
Review
You will receive a confirmation that your complaint has been assigned a file number for your reference.
The Compliance Officer will call you to go over the information you provided. They may ask for additional information.
Service standards
Within 10 business days.
The Compliance Officer will conduct a thorough and impartial review which may include reaching out to others involved.
The review process takes time.
Our service goal is to complete a review of 80% of complaints within 90 days. Complex complaints may take longer.
Working together respectfully
FSRA is committed to treating you with respect and kindness, and we ask the same in return. FSRA will not tolerate behaviour that is abusive, intimidating, or threatening toward staff.
Generic AI-produced content isn’t helpful for our review. We ask that you share your experience and concerns in your own words.
FSRA’s decision is final. We may reconsider our decision if new and relevant information is provided. Any decision to conduct additional review is made solely at FSRA’s discretion.
Will I be informed of the outcome?
FSRA will contact you throughout the review process and may reach out for additional information. There are several potential outcomes that FSRA may consider and if the decision has resulted in an enforcement action, information will be publicly posted on the Enforcement Action and Warnings section of FSRA’s website.