FILE A COMPLAINT
Before you begin filing your complaint with CBCB, please note:
CBCB's goal is to successfully resolve complaints involving buyers and sellers in a fair and timely fashion. This includes complaints involving consumer-to-business and business-to-business transactions that involve the advertisement and/or sale of a product or service. Information concerning the nature and resolution of complaints filed with CBCB is used in developing CBCB Reliability ReportsTM on companies. CBCB accepts complaints whether or not the business is a CBCB Accredited Business.
CBCB generally does not handle complaints which are more effectively handled by other government or private agencies or the legal system, such as complaints involving employment practices, discrimination, or matters already in litigation.
CBCB strongly encourages consumers to first attempt to resolve complaints directly with the company; however CBCB will not reject a complaint if a consumer has not taken this step. All complaints are processed by local CBCBs, most often the CBCB where the company is located. Historically, over 70% of complaints filed through CBCB are resolved. In some cases, CBCB mediation or arbitration may be offered to assist in resolution.
Your complaint will be forwarded to the company within two business days. The company will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the company's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 calendar days.
CBCB reserves the right not to process complaints containing abusive or foul language.
COMPLAINT INSTRUCTIONS
The following pages will ask you a series of questions to help you file a complaint about a company. Please read this page and all instructions on each page of this 5 Step complaint system. Doing so will increase the effectiveness of this complaint and will speed up the processing time.
If you haven't already attempted to resolve your complaint directly with the company, we suggest that you bring your concerns to the attention of the owner or manager. If you are still not satisfied after contacting the company we will be glad to try to assist you.
Please note that the CBCB does not take either side in a dispute. Instead, we work to facilitate communication between the company and the consumer, to help both sides come to a satisfactory resolution to the complaint. In many cases, dispute resolution, including mediation and arbitration, may be available to help resolve the dispute.
FAQs
What happens when the complaint is filed?
When you submit your complaint, it will be forwarded to the appropriate Canadian Businesses and Charities Bureau based on the postal code of the company involved for handling. In some cases, the Bureau may contact you for additional information about your complaint so we strongly encourage you to be as detailed as possible when outlining your case against the company.

The CBCB will forward the complaint to the company involved. Because most business firms care about satisfying their customers, complaints generally are resolved and the matter is closed.
What types of complaints does the Canadian Business and Charities Bureau NOT handle?
The Canadian Business and Charities Bureau does not handle complaints about employment practices, discrimination, or the prices charged for goods or services unless they involve misrepresentation. Also, CBCBs will not process anonymous complaints. Complainants must provide their names, addresses and phone numbers. Generally, the Canadian Business and Charities Bureau does not handle cases already involved in litigation.
What types of complaints does the CBCB handle?
Complaints involving marketplace activities -- misleading advertising, improper selling practices, non-delivery of goods or services, misrepresentation, un-honoured guarantees or warranty, unsatisfactory service, credit/billing problems, contracts not fulfilled, etc., are handled by the Canadian Business and Charities Bureau where the company is located.
What if the company ignores my complaint?
Occasionally, a Bureau may be unable to obtain any cooperation from the company. A pattern of unanswered or unresolved complaints becomes a part of the firm's record, and is reported to inquirers who ask about the company.

In extreme cases, the CBCB may refer its file on the company to a law enforcement agency or ministry to determine if further action is warranted.

Please note that we only take complaints on companies located in South Central Ontario. If the company you have a complaint with is located anywhere else, it will be forwarded to the appropriate CBCB for resolution.
BEGIN FILING YOUR COMPLAINT
Please choose the best link below to file your complaint
Complaint about a company