If something on this site is wrong, if the apply link took you somewhere you did not expect, or if a lender you reached through us has treated you unfairly, this page says where to take it and what to expect. Most complaints about a loan belong with the lender or with Consumer Protection BC.
Complaints about this site
Write to the address on the contact page with the page in question and what you think is wrong. We acknowledge within two working days and answer in full within ten. If a figure is stale we correct it and move the "last updated" date.
Complaints about the application platform
The form, the bank verification step and the matching to lenders all run on a separate platform, and complaints about any of them go to that platform's support and privacy contacts, printed on your confirmation. We do not hold your application, so we cannot see or fix it. The how it works page names each step.
Complaints about a lender
A payday lender in British Columbia must hold a licence from Consumer Protection BC under Part 6.1 of the Business Practices and Consumer Protection Act, and the licence comes with rules: a fee capped at $14 per $100 borrowed, a $1500 maximum, a term of up to 62 days, the right to cancel until the end of the next business day, no rollovers and no second payday loan to repay the first, a loan sized to no more than half of your net pay, and limits on collection conduct. Start with the lender's own complaint contact, which the agreement must show.
If that fails or the conduct is serious, Consumer Protection BC takes complaints about licensed lenders and can order refunds and pull licences. Gather the signed agreement, the bank record of deposits and debits, any messages from the lender, and the dates.
A lender that says it needs no British Columbia licence because it is online or based in another province is wrong. Any lender making payday loans to a Kelowna borrower needs the licence, and one operating without it is a matter for Consumer Protection BC directly.
Who handles what
One office handles each problem below.
| The problem | Where it goes |
|---|---|
| A page on this site is wrong, stale or unclear | Us, by email |
| The application form, the bank connection or your data on the platform | The platform's support contact on your confirmation |
| Fees over the legal cap, a refused cancellation, a rollover, a loan larger than half your net pay | The lender first, then Consumer Protection BC |
| A lender serving Kelowna without a British Columbia licence | Consumer Protection BC directly |
| Collection calls to your employer or threats of wage garnishment without a court order | Consumer Protection BC, which also oversees debt collection in the province |
| General questions about your rights as a borrower | The Financial Consumer Agency of Canada |
What we keep
We keep complaint emails and our replies until they are resolved and the site is fixed, and we do not share them with lenders or the platform.
Loan options in Kelowna
One page per product: who qualifies, how fast it funds and what to check before you sign.
