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.
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@example.com
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.
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.
If your concern continues to remain unresolved, you will have access to either Paradigm Quest’s Client Complaint Appeal Office or an external agency. 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.
390 Bay Street, Suite 1800
or toll free at 1-855-288-4855
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
P.O. Box 1006
31 Adelaide St. E.
Toronto, Ontario M5C 2K4
Phone: 1 800 941 3655