If you have a concern or complaint about your pension which you have been unable to resolve, you should put the complaint or concern in writing and send it to the plan administrator. You should request a response in writing. The administrator should reply within 30 days of receiving your request.
If you have been unable to resolve your complaint with your pension plan administrator, you may write to the Financial Services Commission of Ontario for assistance. We will then review your complaint to see if the matter can be satisfactorily resolved, and if necessary we will contact your pension plan administrator. Our objective in assisting with the resolution of the complaint is to ensure that the plan is being administered in compliance with the Pension Benefits Act and Regulations and the pension plan documents. Please write to:
Financial Services Commission of Ontario
Pension Division
5160 Yonge Street
4th Floor, Box 85
Toronto, ON M2N 6L9
When writing to us, please set out the nature of the problem and include all relevant facts and documentation. You should also enclose a copy of any correspondence you have received from your pension plan administrator that explains their position on your complaint. In order for us to move the complaint forward, we must often share this material with the administrator. Both the Pension Benefits Act and privacy legislation require us to first have your consent. We suggest that your letter provide this consent, noting any limits on the sharing of this material.
When your complaint is received it will be acknowledged and handled as quickly as possible by the Pension Plans Branch. You will be advised of the outcome of the review.
For a glossary of pension terms and other general information for members of pension plans, please review Your Pension Rights: A Guide for members of Registered Pension Plans in Ontario (PDF).
Please note that FSCO does not deal with issues relating to the pension plans of banks, airlines, railways and other companies regulated by the federal government. These pension plans are regulated by the federal Office of the Superintendent of Financial Institutions which may be contacted at http://www.osfi-bsif.gc.ca.
Financial Services Commission of Ontario