Complaints Process

At Pets Plus Us we strive to provide ‘paws-itively outrageous service’ but we understand that there may be times when you are not happy with our policies or practices. If that happens, we want to hear from you so we can do our best to address your concerns. 
If you have a complaint, please follow the steps below: 

  1. Contact our Customer Success Team by calling 1-800-364-8422 or email us at [email protected] Our Customer Success Advisors will work directly with you to resolve your concerns.
  2. If your issue remains unresolved, you can escalate your complaint to a Contact Centre Leader. You will be contacted within 72 business hours.
  3. If you’ve taken the above steps and your complaint has not yet been resolved, you can contact the office of the Ombudsman at:
    • Phone:  1-800-268-9680 ext. 4445
    • Fax:  416-350-4417
    • Email[email protected]
    • Address:  Northbridge Insurance
                            105 Adelaide Street West, 3rd Floor
                            Toronto, Ontario
                            M5H 1P9

If you are still not happy with the way your complaint was resolved, you may contact the appropriate regulatory or industry body:

  1. Financial Consumer Agency of Canada (FCAC): An independent regulatory body working to protect Canadian consumers of financial products and services.
    • Phone: 1-877-225-0446
    • Web: www.fcac-acfc.gc.ca
  2. Autorité des marchés financiers (AMF) : An independent regulatory body working to provide assistance to Quebec consumers of financial products and services.
    • Phone: 1-877-525-0337
    • Web: www.lautorite.qc.ca
  3. General Insurance OmbudService (GIO): An independent dispute resolution service for Canadian consumers of insurance.
    • Phone: 1-877-225-0446
    • Web: www.giocanada.org