Step 1: Talk to us
Most problems can be solved right away. Speak to any staff member in our store, call (905) 793-6700, or email airportcashshop@gmail.com.
Step 2: Make a written complaint
If we cannot fix the problem right away, or you would rather put it in writing, send your complaint to our Complaints Officer:
Email: airportcashshop@gmail.com, with “Complaint” in the subject line
By mail or in person: Complaints Officer, Cash Shop, 9899 Airport Road, Unit 2, Brampton, ON L6S 0A2
Please include:
Your name and how to contact you
The service involved and the date
Your loan agreement or receipt number, if you have one
What happened, and what you would like us to do
Copies of any documents that support your complaint
If you need help writing your complaint, or need it handled in another format, ask any staff member.
How we handle your complaint
Acknowledgement: we confirm that we have received your written complaint within 2 business days.
Review: the Complaints Officer reviews your records, speaks with the staff involved and may contact you for more details. Where possible, the review is done by someone who was not involved in the original issue.
Response: we send you a written response within 10 business days. It explains what we found, what we will do, and the reasons for our decision.
Complex cases: if we need more time, we will tell you why and when to expect our answer. We aim to give you a final response within 30 days of receiving your complaint.
Fixing mistakes: if we made an error, we will correct it, including refunding any amount charged in error.
While your complaint is being reviewed
If your complaint is about an amount you owe us, we will not send that disputed amount to a collection agency while we review it.
You keep all your rights under Ontario law. For example, you may cancel a payday loan agreement within two business days of receiving the money, without giving a reason and without paying any fee, by returning the full amount advanced.
Step 3: If you are not satisfied
If you are not satisfied with our final response, or we have not answered within 30 days, you can contact:
Consumer Protection Ontario (Ministry of Public and Business Service Delivery), which licenses and oversees payday lenders under the Payday Loans Act, 2008: file a consumer complaint or call 416-326-8800 or 1-800-889-9768.
Office of the Privacy Commissioner of Canada, for complaints about your personal information: priv.gc.ca or 1-800-282-1376.
Western Union, for money transfer issues that we cannot resolve in store: westernunion.com.
You may also have the right to take your dispute to court, including the Small Claims Court in Ontario.
Records and confidentiality
We keep a record of every written complaint and how it was resolved, and we review complaints regularly to improve our service. Your complaint is handled confidentially and shared only with the people who need it to resolve the matter, or as the law requires.
No retaliation
We will never refuse service, change your terms or treat you unfairly because you made a complaint.
