COMPLAINTS PROCESS

Licensed Mortgage Brokerage #: 11986

Licensed Mortgage Administrator #: 12144

HOW TO MAKE A COMPLAINT (FOR ANY REASON)

Complaints are accepted via the following four (4) methods:

1) Online:

Please make sure to be detailed and extremely accurate in order to avoid any unnecessary delays!
  • Time Period
  • This field is for validation purposes and should be left unchanged.

2) Email: [email protected]

3) Mail: 315 Eglinton Avenue West, Suite 202, Toronto, Ontario M5N 1A1

4) Fax: 647-547-1558

WHO WILL COMPLAINTS BE HANDLED BY?

Complaints are handled by our Chief Compliance Officer and Principal Broker, Sandra Levy.

HOW QUICKLY WILL MY INITIAL COMPLAINTS BE RESPONDED TO?

The initial response to a Complaint related to an ongoing mortgage transaction, being conducted by any Always A Mortgage Corp. registered Mortgage Agent or Mortgage Broker, shall be within two (2) business days after initial receipt of the Complaint.

The initial response to a Complaint related to a previously completed mortgage transaction or referral, conducted by any Always A Mortgage Corp., registered Mortgage Agent or Mortgage Broker, shall be within five (5) business days after initial receipt of the Complaint.

This time is required to enable us to conduct any required investigations. A matter shall be deemed to be responded to once a fax, email, or letter (on the day sent) has been sent by Always A Mortgage Corp.

WHAT SHOULD BE INCLUDED IN MY COMPLAINT?

Complaints should clearly state and include (at a minimum):

Your Name:
Other Party: *
Time Period Involved:
Specific Complaint(s): Please list if more than one

* Name of the Mortgage Agent, Mortgage Broker, or Mortgage Brokerage that you are making a complaint about.

This is to help us ensure timely and efficient processing of your Complaint.

Complaints without this information will be responded to; however, you should be aware that additional delays may result.

CONDUCT, DEADLINES, RESPONSE TIMES, FOR ACTIVE COMPLAINTS

Always A Mortgage Corp. reserves the right to specifically request a Complaint or correspondence be made and handled via postal mail or courier.

There is no maximum time limit for the exchange of interim communications with respect to a Complaint.

There is no maximum time limit for the ultimate resolution of a Complaint.

STILL UNSATISFIED?

Should you still feel unsatisfied, or if we are unable to resolve your concerns, then you have the right to contact FSCO (the Financial Services Commission of Ontario) as an alternative channel:

If you need additional information on your rights or on how to file a complaint, please refer to the MBLAA (Mortgage Brokerages, Lenders and Administrators Act, 2006) or its Regulations. FSCO’s Mortgage Business Activity Complaint Form is available on the FSCO website by clicking here.  Or you may contact FSCO directly at:

Telephone: 416-250-7250
Toll-free: 1-800-668-0128
 
Mailing Address:
Financial Services Commission of Ontario
Licensing & Market Conduct Division
Mortgage Brokerage/Administrator Complaints
5160 Yonge Street
4th Floor, Box 85
Toronto, ON M2N 6L9

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