Make a Complaint
Step 1: Contact 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 the Customer Success Centre.
Customer Success Centre Information
Embark Student Corp.
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.
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 90 days (for Quebec residents, please see below). 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.
The written response from our Complaint Resolution Team is considered to be Embark Student Corp.’s 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 Corp.’s 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 an independent dispute-resolution service that investigates unresolved disputes at no charge to you. You must first complaint to Embark. If you have not received a response from us after 90 days (Quebec residents, after 60 days) from the date of your complaint, you may contact the OBS and request a further review of your concerns. Once you receive our final response, if you remain unsatisfied, you can forward your complaint to the OBSI. The OBSI must be contacted within 180 days of receiving our final response to your complaint. The limit for OBSI’s recommendations is $350,000, but many of their cases are for much smaller amounts. However, if your claim is for an amount higher than $350,000 you can voluntarily reduce it.
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. If you are a resident of Quebec, your complaint will be responded to within 60 days. At anytime after Step 2, you can ask Embark Student Corp. 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 at AMF – Make a Complaint.
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