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Standard Life endeavours to deal with customer queries and complaints in a fair and prompt manner. An important element in attaining this objective is an effective process for handling situations where the customer's expectations have not been met.

If you, the customer, are dissatisfied with Standard Life's products, services or the sales methods of your intermediary, you can have the situation reviewed by following the steps listed below:

Step 1

Contact the Customer Service department responsible for your product or your financial advisor;

The numbers to reach our Customer Service departments are as follows:

Group Life & Health	1-800-499-4415
Group Savings & Retirement	1-800-242-1704
Individual Insurance /Individual Investments	1-888-841-6633

Step 2

If you are not satisfied after this step, ask to speak to the manager responsible. If the manager is not available, our Customer Service representative will advise you of the name of the manager responsible and forward a message to the manager. You should then be contacted within 24 to 72 hours.

If you prefer to communicate your complaint through email, you can use our on-line contact form at the following link.

• Group Life & Health
• Group Savings & Retirement
• Individual Insurance /Individual Investments

For mailing addresses, please see the Office Coordinates at the following link: http://www.standardlife.ca/en/contact/office-coordinates.html.

Step 3

After following the previous steps, if your complaint is not resolved to your satisfaction, you may contact Standard Life's Ombudsman. The complaint should preferably be in writing and sent by:

• Mail:
  Ombudsman
  Standard Life
  1245 Sherbrooke St. West
  Montréal, Québec H3G 1G3
• Email: On-line Ombudsman contact form
• Phone:
  Montréal: 514-841-5637
  Toll-free: 1-877-499-9555 extension 5637

Step 4

If you are still dissatisfied after your complaint has gone through the complaint handling process of Standard Life, there are various other recourses available.

• We participate in the conciliation process of the OmbudService for Life and Health Insurance and information can be obtained on their web site at www.olhi.ca.
• In Québec, the Autorité des marchés financiers regulates life insurance companies and their web site is www.lautorite.qc.ca.
• For complaints relating to the cost of borrowing in respect of a loan (excluding insurance policy loans), you can contact the Financial Consumer Agency of Canada at the following number: 1-866-461-FCAC (3222) or visit their web site www.fcac-acfc.gc.ca.