CUSTOMER SUPPORT
We treat any expression of dissatisfaction very seriously, and are committed to handling all complaints in an effective, fair and timely manner. We encourage you to contact us about your complaint and value your feedback. Please follow these steps if you have a complaint.
Follow these steps to ensure your complaint is handled effectively and fairly.
Please reach out to a Questbank Customer Service representative as your first point of contact.
You can submit a complaint by webform, mail or phone.
Phone: 1-888-403-8440
Questbank Customer Service
Unit G1 – Ground Floor, 5700 Yonge Street
North York, ON M2M 4K2
We may refer your complaint directly to a supervisor or department manager for investigation if the nature of the complaint requires their involvement. Upon expressing a complaint to Questbank, you will receive an acknowledgment that your complaint has been received and is under investigation.
If our Customer Service team is unable to resolve your complaint within fourteen (14) days of receipt, it will be escalated to the Questbank Complaints Resolution Team.
You may also request escalation in writing at any time or if you are dissatisfied with the response provided by the Customer Service team. You can do this by mail or e-mail to our Complaints Resolution Team:
Email: escalated-complaints@questbank.com
Complaints Resolution Team
Questbank
Unit G1 – Ground Floor, 5700 Yonge Street
North York, ON M2M 4K2
If you are not satisfied following the investigation by the Complaints Resolution Team, you may submit your complaint in writing to the Complaints Appeal Office (CAO) by mail or e-mail to:
Email: cao@questbank.com
Complaints Appeals Office
Questbank
Unit G1 – Ground Floor, 5700 Yonge Street
North York, ON M2M 4K2
Please note that the CAO is only able to review complaints if the matter has already been dealt with by the Complaints Resolution Team. If you have not completed Step 2 above, your case will be referred back to the Complaints Resolution Team for review prior to CAO investigation.
There are a number of external agencies that monitor Canada's financial industry to ensure compliance and reliable access to financial services. You can raise your complaint to these agencies.
You may choose to contact OBSI if there has been no response from Questbank within 56 days of receipt of your complaint or you are not satisfied with the resolution provided by a Questbank representative. You have 180 days after receiving our response to contact the OBSI for assistance.
Email: ombudsman@obsi.ca
Ombudsman for Banking Services and Investments
20 Queen Street West, Suite 2400
P.O. Box 8
Toronto, Ontario
M5H 3R3
Toll-free telephone: 1-888-451-4519
Toll-free fax: 1-888-422-2865
Toronto telephone: 416-287-2877
Toronto area fax: 416-225-4722
Website: www.obsi.ca
The Financial Consumer Agency of Canada supervises all federally regulated 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)
The OBSI is an independent and impartial organization that resolves unresolved customer complaints against participating banks. Regulated by the FCAC as an External Complaints Body, the OBSI offers its services free of charge to complainants. Please note that you have up to 180 calendar days to submit your complaint to OBSI after receiving our final response. Contact information for the OBSI is provided below:
Ombudsman for Banking Services and Investments
20 Queen Street West, Suite 2400
P.O. Box 8 Toronto, ON M5H 3R3
Phone: 1-888-451-4519E-mail: ombudsman@obsi.ca
Website: www.obsi.ca
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.
Website: www.canada.ca/fcac
Online form: https://www.canada.ca/en/financial-consumer-agency/corporate/contact- us.html
Phone:
For sevice 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 7Y2
If you are not satisfied with the outcome or examination of your privacy complaint, you can contact the Office of the Privacy Commissioner of Canada. The Office of the Privacy Commissioner of Canada investigates complaints concerning the Personal Information Protection and Electronic Documents Act. Complaints to the Office of the Privacy Commissioner of Canada must be submitted in writing.
Contact information for the Office of the Privacy Commissioner of Canada is provided below.
Office of the Privacy Commissioner of Canada
30 Victoria Street
Gatineau, Quebec
K1A 1H3
Toll free telephone: 1-800-282-1376
Phone: 819-994-5444
Teletypewriter (TTY) : 819-994-6591
Website: www.priv.gc.ca
You can submit your complaint using the form below. Please provide as much detail as possible to help us understand and resolve your concern.