Consumer Complaints

Le contenu suivant est seulement disponible en anglais.

What we can help with

The Financial and Consumer Services Division oversees licensing of certain industries and specific types consumer transactions in Prince Edward Island, including:

  • investments
  • insurance
  • real estate trading
  • trust and loan companies
  • payday lending
  • credit reporting and disclosure
  • direct selling (includes door-to-door salespeople)
  • debt collection
  • cemeteries and funeral services
  • charitable lotteries

If your complaint falls within the areas listed above, you can file a complaint with us.

Keep in mind - some industries have self-regulatory organizations (SROs) who are responsible for regulating the conduct of their members. If your complaint falls within an area regulated by a SRO, you may wish to file your complaint directly with the SRO.  

What we cannot help with

The Division cannot:

  • deal with matters outside of the laws we are responsible to administer
  • mediate or arbitrate disputes
  • order that money be refunded or contracts be cancelled
  • award damages or costs
  • provide any legal advice or recommend a lawyer

If your complaint is about a business, product or service that we do not have authority to deal with, we will do our best to help you find an organization or government office that may be able to assist.

Complaints about criminal matters, such illegal lotteries, fraud and cybercrime should be reported to the local police. We also encourage reporting any instance of a scam, fraud or cybercrime to the Canadian Anti-Fraud Centre (CAFC).

Complaints Process

Step 1 - Inform the business of your complaint and make attempts to resolve the issue.

Before submitting a complaint to the Division, you should inform the business of your complaint and try to resolve the issue. Below are some hints that may assist you in resolving your complaint:

  • Find out exactly who should receive your complaint. The following are examples of positions in a business that may able to resolve complaints at a business:
    • Customer service manager
    • Store manager
    • Owner of the business
  • Put your complaint in writing
    • If it is necessary to call, keep a written log of who you spoke to, what was said, and the date and time of the conversation
  • Be clear in stating your complaint and how you want it to be resolved
  • Stick to the facts
  • Document any actions you have taken to resolve your complaint
  • Keep a file of relevant documents such as application forms, agreements, account statements, receipts, warranties, letters, e-mails and notes of conversations
  • Request a reasonable time for a response

Step 2 - Submitting a Complaint to Financial and Consumer Services

If you are unable to resolve your complaint directly with the business, you can submit a complaint to Financial and Consumer Services. To file a complaint, please complete the following:

  • Review what we are able to assist with at the top of this page.
  • File your complaint in writing to:
    • by e-mail: ccs@gov.pe.ca 
    • by mail: 

      Financial and Consumer Services Division
      Shaw Building, 1st Floor North
      105 Rochford Street
      PO Box 2000
      Charlottetown, PE  C1A 7N8

  • With your written complaint, please include the following documentation:
    • a copy of the written complaint you made to the business;
    • any response they have sent back to you; and
    • any other relevant supporting documents
  • After you submit your complaint, our staff will contact you by either e-mail, mail or phone
  • Complaints will be assessed on a case-by-case basis in order to determine what action, if any, can be or should be taken
  • Depending on your concern, another organization may be the ones to speak to; other times, court or legal assistance may be the best option. 
    • Our office cannot provide you with legal advice or recommend a lawyer
    • Community Legal Information runs a program called the Lawyer Referral Service that you may want to explore

Additional Resources

Office of Consumer Affairs
Government of Canada

The Complaint Roadmap is a helpful resource guide on complaints
Better Business Bureau (BBB)  File a complaint with the Better Business Bureau (BBB) 
Canadian Anti-Fraud Centre (CAFC) Report any instance of a scam, fraud or cybercrime to Canadian Anti-Fraud Centre (CAFC)
Local Police/RCMP Report complaints about criminal matters, such illegal lotteries, fraud and cybercrime to the local police.
Community Legal Information To access Community Legal Information's Lawyer Referal Service 

 

Date de publication : 
le 10 Janvier 2020
Justice et Sécurité publique

Renseignements généraux

Division des services financiers et aux consommateurs
Ministère de la Justice et de la Sécurité publique
Immeuble Shaw (nord), 1er étage
105, rue Rochford
C.P. 2000
Charlottetown (Île-du-Prince-Édouard)  C1A 7N8

Téléphone: (902) 368-4550
Télécopieur: (902) 368-5283
 

ccs@gov.pe.ca