Complaint Handling Procedure
The Mortgage Alliance Company of Canada Inc. (“Mortgage Alliance”)
Definition of a Complaint
For the purposes of this policy, a complaint is a written expression of dissatisfaction concerning the services or conduct of Mortgage Alliance or one of its licensed mortgage brokers or agents, where corrective action is requested.
Filing a Complaint
Complaints must be submitted in writing and include a description of the issue, the name(s) of the mortgage broker or agent involved, relevant supporting documentation (if available), and the complainant’s contact information.
Complaints may be submitted to:
Email: compliance@tmacc.ca
Mail:
The Mortgage Alliance Company of Canada Inc.
1410 – 5140 Yonge Street
Toronto, ON M2N 6L7
Attention: Compliance
All complaints are centrally received and managed through this contact point.
Acknowledgment and Response
Mortgage Alliance will acknowledge receipt of a complaint within seven (7) calendar days of receipt.
A written, reasoned response will be provided within thirty (30) calendar days of receipt.
Escalation
If a complainant is dissatisfied with the handling or outcome of their complaint, they may contact the financial services regulator in their province or territory.
In Quebec, a complainant may request that their complaint file be transferred to the Autorité des marchés financiers (AMF). Upon request, Mortgage Alliance will forward a complete copy of the complaint file to the AMF within thirty (30) days, as required by law.
French Language Requests
Requests for information in French may be directed to:
Name: Lyne Deslippe
Courriel : sac@alliancehypothecaire.ca
Address :
525, avenue Viger Ouest, bureau 502
Montréal (Québec) H2Z 0B2