How To Make A Complaint
If you have a problem or concern, tell us about it in the way that is most convenient for you.
Step 1
You may contact us:
- By phone (toll free): 1-855-288-4855
- By mail: Mortgage Servicing Centre, P.O. Box 351 STN C, Kitchener, ON N2G 3Y9;
- By fax: 416-366-8607; or
- By email: [email protected]
We can often resolve most dissatisfactions directly at the source. They can analyze your complaint and often offer you a solution within business 5 days.
Step 2
If you are not satisfied with our response, we will elevate your complaint to the Complaints Office to address it. Your request will be reviewed in an impartial, objective, and fair manner. A decision will be made as quickly as possible but within 56 days from the time we receive your complaint. If the department that originally received your complaint can not resolve it within 5 business days, we will automatically elevate your concern to the Complaints Office with no action on your part required.
Step 3
If your concern is not resolved within 56 days, you will have access to either Paradigm Quest’s Client Complaint Appeal Office or an external agency. You may also contact the external agency if you are unhappy with the conclusion reached by Paradigm Quest's Client Complaint Appeal Office. For further details you may contact the Customer Service Department listed above or the Client Complaint Appeal Office, by mail at:
Client Complaint Appeal Office - Paradigm Quest Inc.
P.O. Box 351 STN C,
Kitchener, ON
N2G 3Y9390
or toll free at 1-855-288-4855
External Agencies
Financial Consumer Agency of Canada (FCAC)
The Financial Consumer Agency of Canada supervises all federally regulated financial institutions, which includes banks, (financial institutions), for compliance with federal consumer protection laws.
Financial institutions are legally required to have a complaint-handling process in place.
If you have a problem with a financial product or service, you may file a complaint with the responsible financial institution directly.
If you are not satisfied with how your complaint has been handled or 56 days has passed since you made your complaint, you can escalate the complaint to the following External Complaints Body:
Ombudsman for Banking Services and Investments (OBSI)
20 Queen Street West, Suite 2400
P.O. Box 8, Toronto, ON M5H 3R3
Phone: 1-888-451-4519
Email: [email protected]
If you want to know your rights or need information about the complaint-handling process of a financial institution, you may contact FCAC by online form, mail, or telephone.
FCAC uses information from consumer enquiries to support its mandate.
Web site: www.canada.ca/fcac
Online form: https://www.canada.ca/en/financial-consumer-agency/corporate/contact-us.html
Phone:
For service in English: 1-866-461-FCAC (3222)
For service in French: 1-866-461-ACFC (2232)
For calls from outside Canada: 613-960-4666
Teletypewriter (TTY): 1-866-914-6097 / 613-947-7771
Video Relay Service: FCAC welcomes Video Relay Service (VRS) calls. You do not need to authorize the relay service operator to communicate with FCAC.
Visit https://srvcanadavrs.ca/en/ to learn more.
Mailing address:
Financial Consumer Agency of Canada
427 Laurier Avenue West, 5th Floor
Ottawa ON K1R 7Y