Make a Complaint
Step 1: Contact Your Sales Representative or Our Customer Success Centre
Complaints are generally easier to address at the point where the problem originated. This may simply entail a quick telephone call to your Sales Representative or to the Customer Success Centre.
Customer Success Centre Information
Embark Student Companies
1000 – 50 Burnhamthorpe Rd. West
Mississauga, ON
Telephone: 905-270-8777
Toll-free telephone: 1-800-363-7377
Toll-free fax: 1-800-668-5007
Email: contact@embark.ca
If you are not satisfied with the response you get, ask to whom you can escalate your complaint. Depending on your complaint, you will be referred to the Branch Manager or the Contact Centre Team Lead. They will have the authority to solve most problems immediately.
Step 2: Escalate Your Complaint
If your complaint is not resolved to your satisfaction after following the previous step, we encourage you to escalate your complaint to our Complaint Resolution Team. Please explain in your letter or email how your complaint has not been adequately resolved to your satisfaction.
Once we receive your complaint, we will do our best to resolve the issue quickly. You will receive confirmation of receipt of your letter, typically within five business days, with a resolution within 60 days. If it takes longer, we will contact you and follow up accordingly.
When contacting us, please include your agreement number and a telephone number where you can be reached during business hours.
Contact Information
Embark Student Companies
c/o Complaint Resolution Team
1000 – 50 Burnhamthorpe Rd. West
Mississauga, ON L5B 4A5
Telephone: 905-270-8777
Toll-free telephone: 1-866-701-7001
Fax: 905-270-0236
The written response from our Complaint Resolution Team is considered to be Embark Student Companiesl is final position on a complaint. Unless you present any new and relevant information that was not previously reviewed, your complaint will not be reopened.
Step 3: Contact The Ombudsman For Banking Services And Investments (OBSI) Or The Autorité Des Marchés Financiers (AMF)
If you remain dissatisfied with Embark Student Companies final position (see Step 2) and wish to pursue your complaint further, you may choose to write to the OBSI or if you are a resident of Quebec, to the AMF.
Ombudsman for Banking Services and Investments (OBSI)
The OBSI is part of the Financial Services OmbudsNetwork (FSON), a national industry-based dispute resolution system for consumers of financial services. The OBSI deals with complaints about banking services and investments that have not been resolved through the company’s dispute resolution system. Services of the Ombudsman are free of charge.
The OBSI can only review your complaint after you have received a final response from Embark Student Companies. Please explain in your letter how your complaint has not been adequately resolved to your satisfaction.
Ombudsman for Banking Services and Investments (OBSI)
PO Box 896 , Station Adelaide
Toronto, Ontario M5C 2A1
Telephone: 416-287-2877
Toll-free telephone: 1-888-451-4519
Fax: 416-225-4722
Toll-free fax: 1-888-422-2865
Email: ombudsman@obsi.ca
Website: www.obsi.ca
Autorité des marchés financiers (AMF) – For Quebec Residents Only
The AMF is the body mandated by the government of Quebec to regulate the provinces financial markets and provide assistance to consumers of financial products and services. At any time after Step 2, you can ask Embark Student Companies to send a copy of your complaint file to the AMF by completing a Request for the Transfer of File form, which is available on the AMF website.
AMF Contact Information
L’Autorité des marchés financiers
Place de la Cité, Cominar Tower
2640 Laurier Boulevard, suite 400
Québec, QC G1V 5C1
Telephone: 418-525-0311
Toll-free telephone: 1-866-526-0311
Fax: 418-647-0376
Email: renseignements-consommateur@lautorite.qc.ca
Website: https://lautorite.qc.ca/en/general-public
