If you have a complaint

When you are not satisfied with the investment solution or service you received from Empire Life Investments, we offer a process for acknowledging and addressing your concerns in a timely and confidential manner.

The Chief Compliance Officer is responsible to ensure that the established procedures with respect to complaint resolutions are properly followed. To initiate the process, please follow these steps:

Step 1

Speak with the advisor and appropriate representative of the Dealer that maintains your investment account.

Step 2

If the concern is unresolved contact:

Customer Service
Empire Life Investments Inc.
259 King St. East 
Kingston, Ontario K7L 3A8

Telephone: 1 855 823-6883

Fax: 1 800 920-5868

Email: mutualfund@empire.ca

Step 3

If, after completing Step 2, your complaint is unresolved, please forward your concerns in writing. Please ensure that you include your name, account number, name of your dealer and advisor and the specifics of your concern. You may want to indicate the steps you've taken up to this point in trying to reach a satisfactory conclusion.

Please submit your written complaint to:

Retail Customer Relations 
Empire Life Investments Inc.
259 King St. East 
Kingston, Ontario K7L 3A8

Telephone 1 877 548-1881 ext. 8414

Fax: 1 800 920-5868

Email: customer.relations@empire.ca

Step 4

If your complaint is still unresolved, you may wish to contact our internal Ombudsman at:

Company Ombudsman
259 King St. East 
Kingston, Ontario K7L 3A8

Telephone: 1 877 548-1881 ext. 3236

Fax: 1 877 390-6557

Email: ombudsman@empire.ca

Step 5

If your complaint is still unresolved, the internal Ombudsman will refer you to the third party despute resolution service at:

Ombudsman for Banking Services and Investments (OBSI)
401 Bay Street, Suite 1505
P.O. Box 5
Toronto, Ontario M5H 2Y4

Telephone: 1 888 451-4519

Fax: 1 888 422-2865