Contact us  

Call us at 1-877-SUN-LIFE (1-877-786-5433), Monday to Friday, 8 a.m. to 8 p.m. ET. If you have an advisor, please contact them.

If you’ve spoken with us or your advisor and you’re still not satisfied, call us at 1-877-SUN-LIFE (1-877-786-5433) and ask for the problem resolution team to get involved. Our problem resolution team is here for you if you need help filing your complaint or you need more information about our resolution process.

You’ll hear from us within 2 business days.

When we’re not able to resolve your complaint or problem within 20 days, we’ll let you know in writing. We’ll also ask our Client Advocacy team for help.

If you’re a Quebec Client, you have the option to use the complaint form from the Autorité des marchés financiers (AMF) website and send it to us.

If our problem resolution team hasn’t been able to help within 20 days, our Client Advocacy team is here for you. We’ll take the lead and review your concerns and the steps taken so far.

You’ll hear from us within 2 business days. We’ll send you a final position email or letter within 60 days of the date you first contacted our problem resolution team.

Contact our Client Advocacy team using this digital form

If you need to mail us something related to your complaint, here’s our address:

1155 Metcalfe Street

Montreal, QC  H3B 2V6

Delivery code – 602E15

If you’re not happy with Client Advocacy’s final position, the Financial Consumer Agency of Canada provides a summary of their role and the steps to take your complaint further.

Financial Consumer Agency of Canada (FCAC)

The Financial Consumer Agency of Canada supervises all federally regulated financial institutions, which includes trust and loan companies, for compliance with federal consumer protection laws. Trust and loan companies are legally required to have a complaint-handling process in place.

If you have a problem with a financial product or service, you may file a complaint with the responsible trust and loan company directly.

If you are not satisfied with how your complaint has been handled or 90 days has passed since you made your complaint, you can escalate the complaint to the following External Complaints Body:

Ombudsman for Banking Services and Investments (OBSI) – include your final position letter when you submit your complaint. OBSI may be reached at 1-888-451-4519, by email at ombudsman@obsi.ca or in writing using the complaint form available on their website at obsi.ca.

If you live in Quebec, you can contact Sun Life Financial Trust Inc. at any time to ask that the Autorité des marchés financiers  (AMF) review your complaint or after 60 days if you’re not satisfied. They send your complaint record to the AMF no later than 15 days after receiving your request.  The AMF may be reached at 1-877-525-0337, by email at information@lautorite.qc.ca or in writing using the complaint form available on their website at lautorite.qc.ca.

If you want to know your rights or need information about the complaint-handling process of a trust and loan company, you may contact FCAC by online form, mail, or telephone. FCAC uses information from consumer enquiries to support its mandate.

Web site: www.canada.ca/fcac

Online form: https://www.canada.ca/en/financial-consumer-agency/corporate/contact-us.html

Phone:

For service in English: 1-866-461-FCAC (3222)

For service in French: 1-866-461-ACFC (2232)

For calls from outside Canada: 613-960-4666

Teletypewriter (TTY): 1-866-914-6097 / 613-947-7771

Video Relay Service: FCAC welcomes Video Relay Service (VRS) calls. You do not need to

authorize the relay service operator to communicate with FCAC.

Visit https://srvcanadavrs.ca/en/ to learn more.

Mailing address:

Financial Consumer Agency of Canada

427 Laurier Avenue West, 5th Floor

Ottawa ON K1R 7Y2