If a page on this site is wrong, if the apply link took you somewhere you did not expect, or if a lender you reached through us treated you unfairly, this page tells you where to take it and what to expect. Most complaints about a loan belong with the lender first and then with Consumer Protection BC.
Complaints about this site
Complaints about this site go 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. A stale figure gets corrected and the "last updated" date moves; a wrong Vancouver detail, a SkyTrain line we described badly or an employer placed in the wrong neighbourhood, gets fixed as well.
Complaints about the application platform
Problems with the form, the bank verification step or the matching go to the application platform's support and privacy contacts, printed on your confirmation. We never hold your application, so we cannot see it or fix it. The how it works page names each step so you can say which one went wrong.
Complaints about a lender
A complaint about a payday lender starts with the lender's own complaint contact, which the agreement must show, and goes to Consumer Protection BC if that fails. Every payday lender serving BC needs a licence under Part 6.1 of the Business Practices and Consumer Protection Act, and the licence carries rules: a fee at or under $14 per $100 borrowed, a loan no larger than half of your net pay in the term, cancellation at no cost up to the end of the second day the lender is open for business after the first advance, no rollovers, and an instalment plan over at least three pay periods on a third loan within 62 days.
Consumer Protection BC licenses payday lenders and investigates complaints about them. Gather the signed agreement, the bank record of the deposit and the debits, any messages from the lender and the dates before you file. A lender funding a Kitsilano address and one funding a Surrey address answer to the same office.
An installment lender is bound by its agreement, by BC consumer protection law and by the federal criminal rate. A rate above the 35% ceiling, a charge that was not in the agreement, or collection calls to your employer are complaints for the same regulator.
Who handles what
Each problem below has one place to start.
| 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 |
| A fee over the cap, a refused cancellation, a rollover, a loan over half your net pay, a missing instalment plan | The lender first, then Consumer Protection BC |
| An installment rate above the federal ceiling or a charge that was not in the agreement | The lender first, then Consumer Protection BC |
| A lender lending to a BC address without a BC payday lender licence | Consumer Protection BC directly |
| 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 the matter is resolved and the site is fixed, and we never share them with lenders or the platform.
Loan options in Vancouver
One page per product: who qualifies, how fast it funds and what to check before you sign.
