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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: 1-888-607-2668
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 Appeals 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 Toll-free: 1-888-451-4519 Website: www.obsi.ca
Ombudsman for Banking Services and Investments 20 Queen Street West, Suite 2400, P.O. Box 8 Toronto, Ontario M5H 3R3
The Financial Consumer Agency of Canada supervises all federally regulated financial institutions for compliance with federal consumer protection laws. 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 to FCAC.
Website: www.canada.ca/fcac Toll-free (English): 1-866-461-FCAC (3222) Toll-free (French): 1-866-461-ACFC (2232) TTY: 1-866-914-6097
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. Complaints must be submitted in writing.
Toll-free: 1-800-282-1376 Phone: 819-994-5444 TTY: 819-994-6591 Website: www.priv.gc.ca
Office of the Privacy Commissioner of Canada 30 Victoria Street Gatineau, Quebec K1A 1H3
You can submit your complaint using the form below. Please provide as much detail as possible to help us understand and resolve your concern.