Processing of complaints
This policy aims to frame the process for handling complaints from clients, brokers, or the general public. All complaints are handled promptly by the designated person in accordance with the provisions of article 103 and following of the LDPSF.
Definition of a complaint
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Any complaint addressed to the firm may be submitted for various reasons:
- A complaint against a firm or one of its mortgage brokers;
- The reporting of potential or actual harm suffered or likely to be suffered by a consumer;
- Attempted fraud in all its forms.
- The complaint may be accompanied by a request for corrective measures.
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The complaint may be filed by a client, a lender, the AMF whistleblower program, or by a broker.
Complaint file content
A complaint file contains the following information:
- Complaint number and date of receipt
- Contact information of the complainant(s) and the concerned mortgage broker(s)
- Method used to file the complaint (email, mail, website, phone, etc.)
- Complainant documents or file completed by the responsible person in case of a received call
- Brief description of actions taken to handle the complaint including the time frame for first contact
- Mention if the file had to be transmitted to the Authority
- All documents received or sent to the client
- Final written and reasoned response to the complaint and file closure date
The firm is required to maintain an up-to-date complaint register.
The complainant(s) must file their complaint according to the following procedure:
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Write a text explaining the subject of the complaint, the concerned mortgage broker(s) and/or lender, the reasons motivating the complaint, as well as the consequences and your contact information.
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Send the complaint by email to sac@multi-prets.ca
or by mail to 525, rue Viger Ouest, suite 502, Montréal, Québec, H2Z 0B2,
attention of Lyne Deslippe.
- The complainant will be contacted by the Firm within a maximum of 10 days.
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If the complainant is dissatisfied with the handling of their complaint or the result of this handling, they may request the Firm to have their file examined by the Autorité des marchés financiers in accordance with article 103.3 of the LDPSF.
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The Authority will take up the file and may suggest conciliation or mediation according to the provisions of article 103.4 of the LDPSF.
