Client complaint procedures

Sun Life Financial Bermuda endeavors to provide fair and expeditious handling of client complaints. Complaints about our products and services are a means of measuring the areas in which we need to improve. Therefore, it is critical that you notify us of all complaints regarding the Company, its products and services which may be submitted by a client, regulatory agency or competitor.

As a producer, you are responsible for promptly notifying us of any complaints you may receive from a client involving a Sun Life Financial Bermuda product, service or procedure, or with the activities of a producer in connection with the sale, distribution or servicing of a Sun Life Financial Bermuda product.

To assist us in our review of the complaint, we may request documents and records from a producer. Additionally, we may request that a producer, or his or her firm, provide us with a written statement responding to the allegations raised in the complaint. We will work with you to determine the appropriate course of action, if any, to resolve the matter.

Sun Life Financial Bermuda relies on your full cooperation in sharing copies of your documents and records to fulfill our respective responsibilities to the purchasers of our products.

Definition of a client complaint

Complaints are generally defined as any communication, whether oral or written, which expresses either a grievance or dissatisfaction with our products, services or procedures or with the activities of agents or brokers in connection with the sale, distribution or servicing of our products.

Your duties as a producer

• Understand Sun Life Financial's definition of a complaint
• Immediately report complaints to your primary Sun Life Financial Bermuda contact (e.g. Bermuda Operations)
• Request clients put oral complaints in writing. If a client refuses to do so, please document the grievance and forward to your primary Sun Life Financial Bermuda contact
• Work with Sun Life Financial to ensure the fair and expeditious handling of a complaint
• You must not offer settlements in an effort to resolve a complaint
• Immediately notify your Sun Life Financial's Bermuda contact upon receipt or notification of a lawsuit against the company 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 promptly resolve the complaint
• Ensure that responses are complete and documented as best as they can be

SLB-2922 0721 Exp. 0723