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  • Toronto (905) 513-7600

Complaint Handling Protocol

Complaint handling has always been an issue that insurance brokers have had to deal with. For years Rhodes & Williams Limited has had a formal complaint handling protocol. This protocol provides customers with a formal internal process through which they can lodge complaints and have them reviewed and resolved at the broker level.

Certain provinces have now formalized complaint handling protocols through their respective provincial legislation. The Provinces of Ontario and Quebec have introduced new legislation concerning the handling of complaints.

Rhodes & Williams Limited has deciphered the new obligations and has fine tuned its complaint handling protocol so that it respects the demands of the new legislation.

Notwithstanding any protocol governing our actions, Rhodes & Williams Limited and its employees will, at all times when dealing with a person who has a complaint, act with respect, courtesy and always respond in a highly professional manner.

Further, it's important to know that if you have a complaint about your insurer or insurance professional, there are options. Depending on the nature of your complaint and the processes in place where you live, the steps you take can vary. Following is an overview of your options to help you make sure your concerns are addressed.


Your first contact should be the sales representative or insurance broker that sold you the policy. Insurance policies are legal contracts that specify the rights and responsibilities of both parties. Misunderstandings about these rights and responsibilities can arise. Often, a simple explanation is all that is required.

If the issue is still unresolved, contact:

Cory Young, Chief Operating Officer / Complaint Officer
613-226-6630 ext. 264

If you are still not satisfied, contact the following organizations:

Insurance Company Complaints/ Concerns

The Ombudsman's Office of the insurance company should be the first contact and their contact information can be obtained from the insurance company in question.

General Insurance Ombudsman (GIO)
Contact: Peter Boos
10 Milner Business Court, Suite 701
Toronto, Ontario M1B 3C6
Telephone: 1-877-225-0446
Fax: 1- 416-299-4261



Financial Services Commission of Ontario (FSCO)
5160 Yonge Street
P.O. Box 85
Toronto, Ontario, M2N 6L9

Telephone: 1- 416-250-7250
Toll free: 1-800-668-0128
Fax: (416) 590-7070
TTY: 1-800-387-0584
Email: contactcentre@fsco.gov.on.ca
Website: www.fsco.ca


Ontario Broker Complaints / Concerns


Registered Insurance Brokers of Ontario (RIBO)
Contact: Barbara Dalgleish-Reid, Consumer Complaints Officer
401 Bay St., P.O. Box 45, Suite 1200
Toronto, ON M5H 2Y4
Telephone: (416) 365-1900 / 1-800-265-3097
Fax: (416) 365-7664


Quebec Broker and Insurance Company Complaints / Concerns

Chambre D'Assurance De Dommage
999 Maisonneuve Boul. Ouest, Suite 1200
Montréal, QC H3A 3L4
Telephone: 1- 800-361-7288
Email: info@chad.qc.ca
Website: www.chad.ca

We have enjoyed Rhodes & Williams Insurance Brokers service for over 25 years. They have always been accessible and pleasant with our requests and we feel they give us the best price available!!

Sheila Minogue-Calver

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