At Finder, we believe that all feedback – even criticism or complaints – provides us with insights that can only make our business better. That’s why we legitimately welcome user feedback and encourage readers to tell us what we’re doing well and where we can improve.
If you’d like to make a complaint, write to our Customer Care team through:
- Email: help-ca@finder.com
- Post: FAO: Finder, 51 Wolseley St Toronto, ON, Canada M5T 1A4
When you contact us, please provide enough information for us to identify you, your account details and the subject matter of your complaint. Please also tell us how you wish for your complaint to be resolved.
Once we receive your complaint, we will:
- acknowledge receipt within 1 – 3 business days;
- contact you for more information, if required.
- record the details and give your complaint genuine consideration;
- promptly assess and investigate your complaint thoroughly;
- seek to resolve your complaint fairly, objectively and without bias;
- seek to resolve your complaint at the earliest opportunity, and within 30 days; and
- inform you of our decision and provide reasons for it.
Our decision may be to offer to resolve your complaint as you requested, or offer an alternative solution. Or, we may reject your complaint, in which case we will inform you of your right to refer your complaint to an external complaint body (ECB) scheme (such as OBSI, if your complaint is related to a financial product or service). We will also provide the contact details of the ECB scheme, where applicable, so that you may seek an external review of your complaint if you are dissatisfied with our decision or we have not resolved your complaint within 30 days.