Complaint Policy

 

The principal broker of Mortgage Brokers Network Inc. 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 review the documentation on file. Once the documentation has been thoroughly reviewed, the complaint will be forwarded 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 within a reasonable time frame as would be required to due our due diligence.

It is our policy that we respond to customer concerns and complaints in a timely fashion to resolve all matters amicably.

Should the complaint relate to an issue relating to the Mortgage Brokerage Lenders and Administrators Act (MBLAA), all efforts will be made to determine if the transaction followed 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 Complaints Officer will notify the insurer of the potential claim as soon as possible.

Should the consumer be unsatisfied with the Brokerage’s Complaint process, they may forward their complaint to our governing body/BBB.

At no time will an agent or broker of Mortgage Brokers Network Inc., respond directly to the complaint. All responses will come directly from the Complaints Officer:

 

Chief Complaints Officer:
Paul Tsigaris, Principal Broker
paul@mortgagebrokersnetwork.ca
Tel: 1-877-383-1577

OR

Complaints Officer:
David Jeffrey, Mortgage Broker
davidj@mortgagebrokersnetwork.ca
Tel: 1-877-383-1577