Complaints and Dispute Resolution
If you have a complaint about FatCat Loans, a lender you were matched with through our platform, or the way your personal information was handled, we want to hear about it. A clear complaint process is part of how we protect borrowers and improve the service.
FatCat Loans is a Canadian loan-matching service, not a direct lender. That means some complaints should come to us directly, while others must ultimately be resolved by the lender that made or services your loan. This page explains the difference, what information we need from you, how quickly we respond, and where you can escalate matters if you are not satisfied with the outcome.
What You Can Complain About
You can contact FatCat Loans about issues involving our website, our communications, or a lender interaction that started through our service. Common complaint categories include:
- Difficulty submitting or completing an application through FatCat Loans
- Concerns about misleading language on our website or in our emails
- A lender contacting you in a way you believe was inappropriate or unclear
- A concern that a lender did not clearly explain rates, fees, or repayment terms
- A privacy concern related to how your information was collected, shared, stored, or used
- A suspected scam, impersonation attempt, or fraudulent communication using the FatCat Loans name
- A dispute about whether a lender operating through our network should be reviewed, suspended, or removed
If your issue relates to the loan agreement itself after you accepted an offer, such as the repayment schedule, account servicing, NSF fees, collection activity, or payment processing, the lender is usually the first party responsible for resolving the matter. We can still review the complaint and track patterns, but the lender controls the loan contract and account administration.
Before You Submit a Complaint
To help us investigate efficiently, please gather as much of the following information as possible before contacting us:
- Your full name
- The email address and phone number used on your application
- The date you applied or the date of the issue
- The name of the lender involved, if known
- A short summary of what happened
- Copies of emails, screenshots, or text messages related to the issue
- The loan amount or offer amount, if relevant
- The resolution you are requesting
The more specific your complaint is, the faster we can review it. For example, it is more helpful to say, “I was quoted one payment amount on Monday and a different amount in the agreement on Tuesday,” than to say only, “the lender was misleading.”
How to Submit a Complaint
You can submit a complaint to FatCat Loans by email or through the website contact form.
Email: [email protected]
Subject line: Complaint
When submitting your complaint, please include:
- Your name and preferred contact information
- Whether your complaint is about FatCat Loans, a lender, or both
- The product or page involved, if known
- The date or timeframe of the issue
- A detailed description of what happened
- Any documents or screenshots that support your complaint
- The outcome you would like us to consider
What Happens After You Submit a Complaint
Step 1: Acknowledgement
We aim to acknowledge complaints within 2 business days. The acknowledgement will confirm that we received your message and may ask for additional information if anything important is missing.
Step 2: Internal review
A member of our team reviews the complaint, the application history available to us, relevant communications, and any supporting documents you provided. If the complaint relates to a lender in our network, we may also contact that lender for a response or clarification.
Step 3: Response
We aim to provide a substantive response within 10 business days of receiving the information needed to investigate. If the complaint is more complex and requires additional time, we will explain why and provide an updated expected response date.
Step 4: Resolution or escalation guidance
Our response will outline what we found, whether we believe any corrective action is needed, and what next steps are available to you. Where appropriate, we may also explain whether the matter should be escalated to the lender, a regulator, or a privacy authority.
Our Response Time Commitments
FatCat Loans aims to meet the following service standards:
- Acknowledgement: within 2 business days
- Request for more information: usually within 5 business days if required
- Substantive response: within 10 business days after receiving enough information to investigate
- Complex cases: updated timeline provided if the matter requires lender input, privacy review, or fraud investigation
These are target response times, not guarantees. Some matters take longer when third parties must be contacted or when the complaint involves account activity controlled by the lender rather than by FatCat Loans.
When the Lender Must Handle the Complaint First
If you accepted a loan offer, the lender is typically responsible for the following issues:
- The final interest rate, APR, and repayment schedule in your agreement
- Payment processing and account balances
- Pre-authorized debit disputes
- Late fees, NSF fees, and collection activity
- Changes to due dates or hardship arrangements
- Settlement requests or payout balances
In those cases, you should contact the lender directly first. If you believe the lender was misleading, failed to disclose important terms, or behaved in a way that raises broader consumer concerns, you can also notify FatCat Loans so we can review whether that lender continues to meet our network standards.
Privacy and Data-Handling Complaints
If your complaint relates to privacy or personal information, please say so clearly in your message. Privacy complaints may include:
- You believe your information was collected without a clear reason
- You do not understand how your information was shared with a lender
- You believe your information was retained longer than necessary
- You received communications you did not consent to receive
- You believe someone used the FatCat Loans name to obtain your information fraudulently
Please include the words Privacy Complaint in the subject line if your issue concerns personal information.
Suspected Fraud, Impersonation, or Scam Reports
If you believe someone is impersonating FatCat Loans or one of our partners, contact us immediately. Signs of a scam may include:
- A request for an upfront payment before funding
- Pressure to send money by gift card, wire transfer, or cryptocurrency
- An email from a misspelled or free email domain
- A message promising guaranteed approval without review
- A demand for sensitive information through an unverified channel
If you receive a suspicious message, do not click links or send money. Forward the communication to [email protected] so our team can review it.
If You Are Not Satisfied with the Outcome
If you are dissatisfied with our response, reply to our complaint decision and ask for the matter to be reviewed again. Please explain why you believe the issue remains unresolved and provide any new information not included in your original submission.
If the matter still cannot be resolved, external escalation options may be available depending on the nature of the complaint.
External Escalation Options in Canada
Financial Consumer Agency of Canada (FCAC)
The Financial Consumer Agency of Canada provides information about borrower rights, cost-of-borrowing disclosure, and complaint pathways involving federally regulated financial institutions. FCAC may not resolve every private dispute directly, but it is an important source of guidance on your rights as a borrower. Read here to find out more.
Provincial consumer protection and lender regulators
If your complaint concerns lender conduct, provincial licensing, payday lending rules, cost disclosure, or other regulated matters, you may also need to contact the regulator or consumer protection authority in the province where the lender operates.
Examples include:
Ontario: Financial Services Regulatory Authority of Ontario (FSRA) for regulated lending and licensing matters
British Columbia: BCFSA or the appropriate provincial consumer-protection authority, depending on the issue and lender type
Quebec: Provincial rules are stricter and province-specific authorities may apply. Read here to find out more about filing complaints in Quebec.
Office of the Privacy Commissioner of Canada
If your complaint concerns personal information handling and you are not satisfied with the response, you may wish to contact the Office of the Privacy Commissioner of Canada regarding PIPEDA-related concerns.
Canadian Anti-Fraud Centre
If the issue involves fraud, impersonation, identity theft, or attempted payment scams, you may also wish to report it to the Canadian Anti-Fraud Centre.
How Complaints Affect Our Lender Network
Complaints help us evaluate whether lenders continue to meet our standards. A single complaint does not automatically mean a lender did something wrong, but repeated patterns matter.
We review complaint trends involving:
- unclear or inconsistent cost disclosure
- repeated reports of misleading approval claims
- unexplained fees or repayment differences
- poor communication after matching
- behaviour that may create risk for borrowers
Where appropriate, complaint patterns may lead to additional review, a request for corrective action, temporary suspension, or removal from our network.
Good-Faith Complaint Standard
We review every complaint in good faith and expect complainants to do the same. Please provide accurate information to the best of your knowledge. We may be unable to act on anonymous, abusive, or deliberately misleading submissions, although we may still use them to identify possible fraud patterns.
Contact Details for Complaints
FatCat Loans Complaints Team
Email: [email protected]
Address: 125-720 King St W, Suite 2000, Toronto, ON M5V 3S5, Canada