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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: Customer Service, Paradigm Quest Inc., 390 Bay Street, Suite 1800, Toronto, Ontario, M5H 2Y2;
  • By fax: 416-366-8607; or
  • By e‑mail: [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 continues to remain unresolved, you will have access to either Paradigm Quest’s Ombudsman or an external agency.  For further details you may contact the Customer Service Department listed above or the Ombudsman, by mail at:

Ombudsman - Paradigm Quest Inc.

390 Bay Street, Suite 1800

Toronto, Ontario

M5H 2Y2

or toll free at 1-855-288-4855

External Agencies

Some lenders have retained external agencies to allow you to have a complaint decision reviewed. 

External agencies include:

Ombudsman for Banking Services and Investments
20 Queen Street West, Suite 2400
P.O. Box 8, Toronto, ON M5H 3R3
Phone: 1-888-451-4519
Email: [email protected]

ADR Chambers
P.O. Box 1006
31 Adelaide St. E.
Toronto, Ontario  M5C 2K4
Phone: 1 800 941 3655
Email: [email protected]