In accordance with section 103 of the Act respecting the distribution of financial products and services (the Act), a complaint may be filed for the following reasons:
- A reproach against a firm or one of its mortgage brokers; or
- The identification of real or potential harm that a consumer has sustained or may sustain; or
- A request for remedial action.
The complainant should follow the procedure outlined below to file a complaint:
- Put the complaint in writing, explaining the subject-matter of the complaint, the mortgage broker(s) and/or lender involved, the reasons for the complaint as well as the consequences, and include their contact information.
- Email the complaint to sac@multi-prets.ca or mail it to 525, Viger St., Office 502, Montreal, Quebec, H2Z 0B2, Attention to Customer Service.
- The firm will contact the complainant within 10 days following the reception of the complaint.
- If dissatisfied with the firm’s processing of the complaint or the outcome, the complainant may ask the firm to have the complaint record examined by the “Autorité des Marchés Financiers ” (the Authority) in accordance with section 103.3 of the Act.
- The record will be referred to the Authority, which may suggest conciliation or mediation as set out in section 103.4 of the Act.