Last updated: Mar 11, 2025

The principal broker (or designate) shall Act as the Chief Complaints Officer for the company. Upon receipt of a complaint from a consumer or an investor, the Complaints Officer (or designate) will take immediate action to investigate.

Should the complaint relate to a completed file, the Complaints Officer will pull existing documentation on file with the company. The Complaints Officer 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 Complaints Officer will immediately contact the agent or broker responsible for the file and forward the complaint for comment.

The Complaints Officer will respond to all complaints verbally within 48 hours of receipt and will follow up with a written response as quickly as possible. The written response should suggest the matter be referred to the appropriate provincial regulation if a satisfactory resolution cannot be achieved.

Should the agent or broker responsible for the file not be forthcoming in dealing with the matter, the Complaints Officer will take all reasonable steps to deal with the matter.

Should the complaint relate to an issue relating to the relevant provincial regulation, all efforts will be made to determine if the transaction was in compliance with the legislation. If a breach 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 Complaints Officer will notify the insurer of the potential claim as soon as possible.

At no time will an agent or broker respond directly to a written complaint. Written complaints will immediately be forwarded to the Complaints Officer. All responses will come directly from the Complaints Officer.

All complaint documentation must be retained in accordance with file handling requirements.

 

Ratehub.ca Quebec mortgage brokerage complaints officer:

Philippe Simard
Dirigeant responsable | Ratehub.ca – Cabinet en courtage hypothécaire
P: 514-312-2257  Ext 4101 
E: [email protected]