Your concern matters. Here's how we handle it.

Step 1 — Contact us directly

If you are unsatisfied with any aspect of our service, please contact Countyline first so we can address the issue promptly. Most concerns are resolved at this stage.

• Phone: 778-222-8125
• Email: service@clservices.com
• Written correspondence: Address your concern to "Complaints — Countyline Risk Services Ltd." at the email above.

Step 2 — Our response

We acknowledge every complaint within two business days and aim to provide a substantive response within fourteen calendar days. Complex complaints may take longer; if so, we will keep you informed of our progress.

Step 3 — Escalation within Countyline

If the initial response does not resolve your concern, you may request that the matter be escalated to the Principal Broker. We will provide a formal, written final position within thirty days of escalation.

Step 4 — Independent options

If our final position does not resolve the matter, you have the right to escalate to an independent body:

• Insurance Council of British Columbia — the licensing and regulatory body for insurance brokers in BC. Complaints regarding broker conduct or licensing may be directed to the Council. Visit insurancecouncilofbc.com for their complaints process.
• General Insurance OmbudService (GIO) — an independent national body that handles disputes about home, auto (private insurers), and business insurance products. Visit giocanada.org.
• ICBC Fairness Officer — for concerns specifically related to ICBC Autoplan claims, contact the ICBC Fairness Office via icbc.com.

Anti-fraud statement

Insurance fraud is a criminal offence and harms every honest policyholder through higher premiums. Countyline Risk Services cooperates fully with insurer investigations and law-enforcement agencies. Suspected fraud may be reported confidentially to us or directly to the Équité Association, Canada's national insurance-crime prevention body.