Customer concerns and resolution
GoodLoan complaints policy
The GoodLoan complaints policy explains how GoodLoan Financial Inc. handles concerns about applications, loan servicing, payments, privacy, accessibility and communications. It also explains how to submit a complaint and what to expect.
How to submit a complaint
Send your complaint through the GoodLoan contact page, by email at goodloan.ca@gmail.com, by telephone at (437) 524-6683, or by mail to GoodLoan Financial Inc., 2301-170 Hargrave Street, Winnipeg, Manitoba R3C 3H4.
Information to include
- Your name and preferred contact method
- The email connected with the application or account
- An application or loan reference, if available
- A clear description of what happened
- Relevant dates, payment amounts or communications
- Copies of agreements, receipts or correspondence
- The outcome you are requesting
Internal complaint process
- Receipt and record. GoodLoan records the complaint and may request information needed to identify the account.
- Acknowledgement. GoodLoan aims to acknowledge a complete complaint within two business days.
- Review. A staff member who can review the relevant records assesses the concern.
- Response. GoodLoan aims to provide a substantive response within 15 business days. Complex matters may require more time.
- Internal escalation. If unresolved, request review by the designated Complaints Officer or senior manager.
- Final response. GoodLoan provides its position, any proposed remedy and applicable external options.
These are proposed service standards and do not replace a shorter or different timeline required by law. If more time is needed, GoodLoan should provide an update and explain the reason.
GoodLoan complaints policy: external escalation
Manitoba
Consumer Protection Office: 204-945-3800, 1-800-782-0067, consumers@gov.mb.ca. You can also review Manitoba consumer information.
Ontario
Consumer Protection Ontario: 1-800-889-9768 or 416-326-8800. You can also review the Ontario consumer protection page.
Privacy
First raise the issue with GoodLoan. If the issue remains unresolved, you may be able to contact the Office of the Privacy Commissioner of Canada.
External bodies decide whether a matter falls within their jurisdiction. Therefore, nothing in this policy limits your right to contact a regulator, obtain legal advice or pursue another lawful remedy.
Protection from retaliation
GoodLoan will not deny access to its complaint process merely because a customer raises a concern in good faith. A complaint does not guarantee the requested outcome and does not automatically suspend an existing payment obligation.
Complaint questions
Will filing a complaint pause my payment?
No, not automatically. Any payment change must be separately approved and documented.
Can someone complain for me?
An authorized representative may be considered, but GoodLoan may require written authority and identity verification.
What if my complaint involves fraud?
Contact GoodLoan promptly, secure your accounts and report criminal fraud to law enforcement or the Canadian Anti-Fraud Centre where appropriate.
Submit a concern
Provide enough detail for GoodLoan to identify and review the issue.
Ready to apply?
Complete GoodLoan’s secure online application and review any available offer before deciding.
This page provides general information and should be reviewed with the applicable agreement and current law. It does not waive any mandatory consumer right.