Complaints

Complaint handling

Sun Life Financial is required by insurance and securities laws and regulations to maintain complaint handling and reporting procedures. Sun Life Financial is required to address complaints within established time frames. As a producer appointed by Sun Life Financial, you play an important part and we want to take this occasion to remind all producers of their responsibility to promptly notify us of any complaint.

Definition of a Complaint

Generally, a complaint is defined as any communication, whether oral or written, which expresses either a grievance or dissatisfaction with Sun Life Financial's products, services or procedures or with the activities of producers in connection with the sale, distribution, or servicing of Sun Life Financial products.

Filing a Complaint

Sun Life Financial is required to maintain an up-to-date register of all written complaints it receives. If a Sun Life Financial customer complains orally to you, please ask the customer to formalize the complaint in writing. If a customer refuses to do so, document the oral complaint promptly and forward it to Sun Life Financial, Compliance Division SC1207 (Attention: Complaints) at One Sun Life Executive Park, Wellesley Hills, MA 02481 or email the information to complaints.mailbox@sunlife.com. You must not offer any settlement in an effort to resolve the complaint.

When we receive a complaint from the customer, a regulator, or any other source, we may request documents and records from producers. Additionally, we may request that a producer and his or her firm provide us with written statements responding to the allegation raised in a complaint.

Sun Life Financial may also request documents and records related to the offer and sale of our products while conducting investigations or reviews, either as a result of regulatory inquiries or as part of our compliance monitoring. In addition to maintaining such records, in accordance with applicable laws and regulations that apply to your business, Sun Life Financial relies on your full cooperation in sharing copies of your documents and records to fulfill our respective responsibilities to the purchasers of our products.

Your Duties as a Producer:

• Understand Sun Life Financial's definition of a complaint.
• Request customers put oral complaints into writing. If a customer refuses to do so, document the oral complaint and forward to Sun Life Financial.
• Promptly forward complaints to Compliance at the address listed in this Bulletin, or email the information to complaints.mailbox@sunlife.com
• Cooperate with Sun Life Financial to ensure the fair and expeditious handling of a complaint.
• You must not offer settlements in an effort to resolve complaints.
• Immediately notify Sun Life Financial's Law Department upon receipt or notification of a lawsuit against the complaint or producer pertaining to his or her representation of the company, a subpoena for company information or a judgment, garnishment, lien or forfeiture order.
• Respond to requests from Sun Life Financial personnel within established time frame in order to allow us to investigate the complaint.