Complaints
Effective date: [date] · Version [1.0]
If something has gone wrong, we want to hear about it and put it right. Making a complaint is free, it won’t affect how we treat you, and you can make it in English or French.
Step 1: Tell us
Contact our customer care team. Most complaints are resolved at this stage.
- Email: [complaints@oro168.ca]
- Phone: [1-8XX-XXX-XXXX], [hours, time zone]
- Mail: Complaints, ORO168, [mailing address]
Please include:
- your name and loan or application number, if you have one
- what happened, and when
- what you’d like us to do to put it right
- copies of any documents that help explain the problem
What happens next: we’ll acknowledge your complaint within [2] business days and tell you who is handling it. We’ll send you a full written response within [30] days. If we need longer, we’ll tell you why and when to expect an answer.
Step 2: Ask for a senior review
If you’re not satisfied with our response, ask for your complaint to be reviewed by our Senior Complaints Officer. Email [complaints@oro168.ca] with “Senior review” in the subject line. The Senior Complaints Officer wasn’t involved in the original decision and will respond in writing within [15] business days.
Step 3: Contact your provincial regulator
If you’re still not satisfied, or at any time, you can contact the consumer protection office in your province. Our loans are regulated by the province you live in.
| Province | Regulator | Contact |
|---|---|---|
| British Columbia | Consumer Protection BC | consumerprotectionbc.ca |
| Alberta | Consumer Contact Centre, Government of Alberta | 1-877-427-4088 · alberta.ca |
| Manitoba | Consumer Protection Office | 1-800-782-0067 · consumers@gov.mb.ca · manitoba.ca/cca/cpo |
| Newfoundland and Labrador | Consumer and Financial Services Division, Digital Government and Service NL | (709) 729-2600 · gov.nl.ca |
| Quebec | Office de la protection du consommateur | opc.gouv.qc.ca |
| Ontario | Consumer Protection Ontario | 1-800-889-9768 · consumer@ontario.ca · ontario.ca |
British Columbia residents: high-cost credit lending is regulated by the Province of British Columbia. Complaints about our high-cost credit can be made to Consumer Protection BC.
Privacy complaints can also go to the privacy commissioner listed in our Privacy policy.
Our commitments
- We never ask you to keep a complaint confidential, or to give up a right, in exchange for resolving it.
- You’re free to post reviews about us, good or bad.
- Our agreements don’t require you to use arbitration instead of the courts.
- We keep a record of every complaint and what we did about it, and use it to improve how we work.