1. Submitting a complaint
For a question or objection concerning financing, payments or service, the company contacts the creditor through the channels in its agreement. Contact details are available in creditor information and on the contacts page.
2. Information to include
Provide the company name and identifier, the representative’s name and reply details, the agreement or application number, a description and the resolution sought. Attach relevant evidence without unnecessary sensitive data. The person submitting the complaint may need to demonstrate authority to act for the company.
3. Review
The complaint is reviewed against the facts, contractual documents and applicable law. Further information may be requested. The response explains the creditor’s position and the further options available.
4. Commercial disputes
If a dispute cannot be resolved directly, the parties may refer it to mediation or to the court or arbitration agreed in the contract, in accordance with applicable law.
5. Personal data
For personal data concerns, see the privacy policy and the right to complain to the CPDP.