Making a Complaint:
At Mortgage Outlet, we pride ourselves on delivering outstanding customer service. If a situation arises where a prospective or active client, investor, or lender is dissatisfied, we encourage them to work directly with the mortgage agent or broker to resolve the situation.
If the parties are unable to resolve the complaint directly, we encourage the prospective or active client, investor, or lender to direct their complaint to our Chief Complaints Officer (or designate).
Chief Complaints Officer:
The principal broker of Mortgage Outlet Inc. shall act as the Chief Complaints Officer for the company. Upon receipt of a complaint from a prospective or active client, investor, or lender, the Chief Complaints Officer (or designate), will take immediate action to investigate.
Should the complaint relate to a completed file, the Chief Complaints Officer (or designate) will pull existing documentation on file with the company. The Chief Complaints Officer (or designate) will review the documentation, and then forward the complaint to the specific agent or broker for comment.
Should the complaint relate to a file in progress, the Chief Complaints Officer (or designate) will contact the agent or broker responsible for the file and forward the complaint for comment.
The Complaints Officer (or designate) will respond to all complaints verbally within 2 business days of receipt and will follow up with a written response as quickly as possible.
Should the agent or broker of Mortgage Outlet Inc., responsible for the file, not be forthcoming in dealing with the matter, the Chief Complaints Officer will take all reasonable steps to deal with the matter.
Should the complaint relate to an issue relating to the Mortgage Brokerage Lenders and Administrators Act, all efforts will be made to determine if the transaction was in compliance with the legislation. If a contravention of the legislation is discovered, remedial action will be taken immediately.
Should the complaint relate to a potential claim against the firm’s errors and omissions insurance policy, the Chief Complaints Officer will notify the insurer of the potential claim as soon as possible.
Should the prospective or active client, investor, or lender be dissatisfied with the Brokerage’s proposed resolution, they may forward their complaint to:
Financial Services Regulatory Authority of Ontario (FSRA)
5160 Yonge Street, Toronto, ON M2N 6L9
1.800.668.0128
Visit https://www.fsrao.ca/ to access the Mortgage Business Activity Complaint Form.
Chief Complaints Officer:
Shawn Stillman (Principal Broker)
1015C-250 Consumers Rd., Toronto, ON, M2J 4V6
Ph. 888-634-2973 Fax: 888-385-9184
