A wrong figure on a page, an application that stalled, a lender that ignored Ontario's rules: each has a different door. Site errors come to us, application problems go to the platform, and a loan problem goes to the lender first, then to Consumer Protection Ontario or the Financial Consumer Agency of Canada.
Something on this site is wrong
Errors on this site are ours to fix; report one by email to naming the page and the sentence. We reply within a few business days and correct a wrong figure or Ottawa detail, such as a transit line called open when it is not, once confirmed. The date at the top changes when the fix goes live, and the contact page lists the other addresses for things that are not ours.
Your application
Questions about the status of an application belong to the platform, whose support contact is on the form and in your confirmation. The application never passes through this site, so we cannot look it up or explain a decline. The how it works page names each step so you can say where it stopped.
A loan you hold
A problem with a loan you have signed starts with the lender, whose complaint contact must be on the agreement. Under the Payday Loans Act, 2008 a licensed payday lender in Ontario must:
- charge no more than $14 per $100 borrowed;
- lend no more than $1500 and no more than 50% of your net pay for the period;
- accept your cancellation at no cost within two business days of signing;
- write no rollover and open no second payday loan while one is outstanding;
- offer an extended payment plan at no extra cost on a third loan within 63 days.
Put the complaint in writing and keep a copy.
Lender conduct
A licensed lender that will not put things right answers to Consumer Protection Ontario, which licenses every payday lender and location in the province. Bring the agreement, the record of each debit, the lender's messages and the dates. Questions about rights that apply across Canada, and complaints about a federally regulated bank, go to the Financial Consumer Agency of Canada.
Who handles what
| The problem | Where it goes |
|---|---|
| A page here is wrong or out of date | Us, by email |
| The form, the bank connection or your application's status | The platform's support contact |
| A cost above $14 per $100, a refused cancellation, a loan above 50% of net pay | The lender first, then Consumer Protection Ontario |
| A rollover, a second loan while one is open, no extended plan on a third loan, a charge never in the agreement | The lender first, then Consumer Protection Ontario |
| A lender funding Ontario payday loans without an Ontario licence | Consumer Protection Ontario directly |
| A federally regulated bank, or general questions about borrower rights | The Financial Consumer Agency of Canada |
What we can and cannot do
We can correct our own pages and tell you which door a problem belongs to; we cannot cancel a loan, change a payment date, refund a fee or make a lender or the platform answer you. We hold no account with any lender and no access to your application, as the about page explains. A regulator can order a licensed lender to put things right; we can only point the way. No one here can promise an outcome.
What we keep
Complaint emails and our replies are kept until the matter is closed, then deleted, and never shared with a lender or the platform.
Loan options in Ottawa
One page per product: who qualifies, how fast it funds and what to check before you sign.
