Transparency

Complaints Process

We are committed to resolving concerns fairly and transparently. Here is how to raise a complaint and what to expect.

Last updated: April 21, 2026

[REQUIRED BROKERAGE INPUT — Legal Brokerage Name] takes all complaints seriously. We are licensed by the Financial Services Regulatory Authority of Ontario (FSRA) and are required to maintain a formal complaints handling process under the Mortgage Brokerages, Lenders and Administrators Act, 2006 (MBLAA).

If you have a concern about our services, the conduct of a broker, or any aspect of your mortgage transaction, we encourage you to follow the steps below.

How to File a Complaint

1

Contact Us Directly

Your first step is to contact us directly. Most concerns can be resolved quickly through direct communication. Provide a clear description of your complaint, the outcome you are seeking, and any relevant documentation.

2

Formal Written Complaint

If your concern is not resolved to your satisfaction, submit a formal written complaint to our Principal Broker. You will receive a written acknowledgement within five (5) business days and a substantive response within thirty (30) calendar days.

3

Internal Review

Our Principal Broker will conduct a thorough internal review of your complaint, including a review of all relevant records, communications, and applicable regulations.

4

Escalation to FSRA

If you remain unsatisfied after our internal process, you may escalate your complaint to the Financial Services Regulatory Authority of Ontario (FSRA), which regulates mortgage brokerages in Ontario.

Submit a Complaint

To submit a complaint, please write to us including:

  • Your full name and contact information
  • A detailed description of your concern
  • The date(s) the issue occurred
  • The outcome you are seeking
  • Copies of any relevant documents or correspondence

Principal Broker — Complaints

[REQUIRED BROKERAGE INPUT — Legal Brokerage Name]

[REQUIRED BROKERAGE INPUT — Street Address], Toronto, Ontario [REQUIRED BROKERAGE INPUT — Postal Code]

[REQUIRED BROKERAGE INPUT — Email][REQUIRED BROKERAGE INPUT — Phone]

What to Expect

Acknowledgement

Within 5 business days of receiving your complaint

Investigation

A thorough review of all relevant records and communications

Response

A written response within 30 calendar days, or notice if more time is needed

Resolution

Where possible, a fair and reasonable resolution

Escalation to FSRA

If you have exhausted our internal complaints process and remain unsatisfied, you have the right to escalate your complaint to the Financial Services Regulatory Authority of Ontario (FSRA). FSRA oversees mortgage brokerages in Ontario and investigates complaints about licensed registrants.

FSRA Mortgage Brokerage Complaints:

Website: https://www.fsrao.ca

Phone: 1-800-668-0128

5160 Yonge Street, Box 85, Toronto, Ontario M2N 6L9

File a Complaint with FSRA

Have a general question?

If you have a general concern rather than a formal complaint, we encourage you to reach out directly. We are happy to discuss any issues.

Contact Us