Complaints Process

Step one — raise it with us directly

Most concerns are resolved quickest by speaking with the mortgage agent handling your file. Explain what happened, when, and what outcome you are seeking.

• Email: phil@mortgageoutlet.ca
• Telephone: (000) 000-0000
• Mail: Mortgage Outlet Inc., 85 Scarsdale Rd #107, Toronto, ON M3B 2R2

Step two — a formal written complaint

If the matter is not resolved, submit a written complaint to the brokerage. Please include your name and contact details, the file or property in question, a description of the concern with relevant dates, copies of any relevant correspondence, and the resolution you are seeking.

What happens next

• Your complaint is acknowledged in writing, normally within five business days
• The brokerage's designated complaints officer reviews the file and relevant records
• You may be contacted for clarification or additional information
• A written response setting out our findings and proposed resolution is provided, normally within thirty days
• Complaints and their outcomes are recorded as required by regulation

Step three — escalate to the regulator

If you remain dissatisfied after the brokerage has responded, you may bring the matter to FSRA (Financial Services Regulatory Authority of Ontario). FSRA regulates mortgage brokerages, brokers, agents, and administrators in Ontario and accepts complaints from the public. Contact details and complaint forms are available on the FSRA website.

You may also seek independent legal advice at any stage. Raising a complaint does not affect your legal rights.

Other avenues

Complaints specifically about the handling of personal information may also be directed to the Office of the Privacy Commissioner of Canada. Complaints about a lender's own conduct may fall to that lender's complaints process or its applicable regulator, and we will point you in the right direction where we can.