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Submitting a Complaint

If you wish to lodge a complaint regarding our services or a product, please do so in writing using one of the following methods:

Email: complaints@apxlending.com

Mail:

Attn: APX Inc

18 King Street East

Suite 1400

Toronto ON M5C 1C4

When submitting your complaint, please include:

  • A description of the issue,
  • The time the issue occurred,
  • Your expected resolution (e.g., refund, apology, account correction).

Expedite Your Complaint Resolution

  • Submit your complaint promptly.
  • Respond quickly if additional information is requested.
  • Retain copies of all relevant communications, including emails, letters, and notes from conversations with our team.

All service-related issues or concerns about your accounts are managed by our Client Success team. If you are dissatisfied with their response, you may request that your concerns be escalated to our Compliance team. In cases involving allegations of misconduct or legal violations, the complaint will automatically be escalated to Compliance.

If your complaint involves accusations of misconduct or wrongdoing by APX Inc (dba APX Lending) or is reguatory in nature, it will be elevated to our Compliance department. This department is tasked with reviewing any complaints that allege improper behavior or breaches of relevant securities regulations by APX Lending or its employees. The process for handling such complaints by the compliance team is as follows:

Compliance Department Procedures

  • We will acknowledge your complaint in writing within 5 business days.
  • We aim to resolve complaints and provide a decision within 90 days, including:
    • A summary of the complaint,
    • Investigation findings,
    • Our resolution decision, and
    • An explanation of our decision.

If There Are Delays

  • Should we be unable to meet the 90-day timeline, we will:
    • Notify you of the delay,
    • Explain the reasons, and
    • Provide a new decision date.

Next Steps if You Disagree with Our Decision

If our decision does not meet your expectations, there are several alternatives you can pursue. These options may vary depending on the specific product(s) your complaint concerns and the province or territory where you reside:

  • arbitration,
  • litigation or civil action, and/or
  • escalation to the Ombudsman for Banking Services and Investments (see below).

If you reside in Québec, you have the option to utilize the free mediation service provided by the Autorité des marchés financiers (AMF). For further details, please visit the AMF website.

Ombudsman for Banking Services and Investments

You may be eligible for the free and independent dispute resolution service provided by the Ombudsman for Banking Services and Investments (OBSI) if:

  • we do not provide our decision within 90 days after you made your complaint, or
  • you are not satisfied with our decision

OBSI can recommend compensation of up to $350,000. Escalating to the OBSI does not restrict your ability to take a complaint to a dispute resolution service of your choosing at your own expense, or to bring an action in court. Keep in mind there are time limits for taking legal action.

If we do not provide you with our decision within 90 days, you can take your complaint to OBSI any time after the 90-day period has ended. If you are not satisfied with our decision, you have up to 180 days after we provide you with our decision to take your complaint to OBSI. The OBSI generally will not investigate a complaint until we have completed our investigation, unless the 90-day period has been exceeded.

Escalations can be submitted through the OBSI website (https://consumerportal.obsi.ca/public/inquiries/inquiry), by email to ombudsman@obsi.ca, or by phone at 1 (888) 451-4519. For more information on OBSI, visit www.obsi.ca.

Information OBSI needs to help you

OBSI can help you best if you promptly provide all relevant information, including:

  • your name and contact information
  • our firm’s name and contact information
  • the names and contact information of any of our representatives who have been involved in your complaint
  • details of your complaint
  • all relevant documents, including any correspondence and notes of discussions with us

OBSI will investigate

OBSI conducts its investigations confidentially and informally, unlike court proceedings, so you do not need a lawyer. During the investigation, OBSI may interview both you and representatives from our firm. We are obligated to cooperate fully with OBSI's investigative process.

OBSI will provide its recommendations

Once OBSI completes its investigation, it will issue recommendations to both you and our firm. These recommendations are not obligatory for either party. OBSI may suggest compensation up to $350,000. If your claim exceeds this amount, you will need to accept this cap to seek compensation through OBSI. Should you wish to pursue more than $350,000, exploring other avenues such as legal proceedings might be advisable to address your complaint.

Litigation or arbitration

You can always consult a lawyer or explore alternative dispute resolution methods at any time. A lawyer can inform you of your legal options. Be aware that there are time constraints for initiating legal proceedings, and any delays could potentially restrict your future options and legal rights.