Complaint Resolution Process

We are committed to handling complaints fairly, transparently, and in a timely manner. If you have a concern about a product or service we provide, we encourage you to contact us so we can review and address your concern. You may send us your request or complaint by submitting a form online. We will handle your request carefully and in line with the applicable data protection laws. In some cases we may need to ask you to provide additional information to verify your identity in order to exercise your request. You also have the right to lodge a complaint with your national data protection authority.

Additional complaint resolution option and resources can be found below:

Financial Consumer Agency of Canada (FCAC)

The Financial Consumer Agency of Canada supervises all federally regulated financial institutions, which includes federally regulated insurance companies, for compliance with federal consumer protection laws, including the requirement to have a complaint-handling process in place. FCAC does not resolve individual complaints.

If you have a problem with a financial product or service, you may file a complaint with Atradius Crédito y Caución S.A. de Seguros y Reaseguros (Atradius) using the above link provided. If you are not satisfied with how your complaint has been handled, you can escalate the complaint to the following third-party complaints body: General Insurance OmbudService (GIO) at info@giocanada.org or by visiting  https://giocanada.org/.

If you want to know your rights or need information about Atradius’ complaint-handling process, you may contact FCAC by online form, mail, or telephone. FCAC uses information from consumer enquiries to support its mandate.

Website: 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