If something on this site is wrong, if the apply link took you somewhere you did not expect, or if a lender you reached through us has treated you unfairly, this page says where to take it and what to expect. Most complaints about a loan belong with the lender or with Consumer Protection Ontario.
Complaints about this site
Write to the address on the contact page with the page in question and what you think is wrong. We acknowledge within two business days and answer in full within ten. If a figure is stale we correct it and move the "last updated" date.
Complaints about the application platform
The form, the bank verification step and the matching to lenders all run on a separate platform, and complaints about any of them go to that platform's support and privacy contacts, printed on your confirmation. We do not hold your application, so we cannot see or fix it. The how it works page names each step.
Complaints about a lender
A payday lender in Ontario must hold a licence for the business and for each location under the Payday Loans Act, 2008, and the licence comes with rules: a fee capped at $14 per $100 borrowed, a $1500 maximum, the two business day cancellation right, no rollovers or concurrent loans, an extended payment plan on the third loan within 63 days, and limits on collection conduct. Start with the lender's own complaint contact, which the agreement must show.
If that fails or the conduct is serious, Consumer Protection Ontario takes complaints about licensed lenders and can order refunds and pull licences. Gather the signed agreement, the bank record of deposits and debits, any messages from the lender, and the dates.
A storefront in Hamilton also holds a municipal business licence that requires credit counselling information at the counter. A store on Barton Street East with none, or with no City licence, is a matter for the City of Hamilton's business licensing office as well.
Who handles what
One office handles each problem below.
| The problem | Where it goes |
|---|---|
| A page on this site is wrong, stale or unclear | Us, by email |
| The application form, the bank connection or your data on the platform | The platform's support contact on your confirmation |
| Fees over the legal cap, a refused cancellation, a rollover, a missing extended payment plan | The lender first, then Consumer Protection Ontario |
| A lender operating in Hamilton without an Ontario licence | Consumer Protection Ontario directly |
| A Hamilton storefront with no City licence or no credit counselling information | The City of Hamilton's business licensing office |
| General questions about your rights as a borrower | The Financial Consumer Agency of Canada |
What we keep
We keep complaint emails and our replies until they are resolved and the site is fixed, and we do not share them with lenders or the platform.
Loan options in Hamilton
One page per product: who qualifies, how fast it funds and what to check before you sign.
