The principal broker shall Act as the Chief Complaints Officer for the company. Upon receipt of a complaint from a consumer or an investor, the Complaints Officer will take immediate action to investigate.
The Brokerage must respond to complaints in writing, outlining how the brokerage can resolve the complaint. The brokerage will also advise the person making the complaint that if he/she is not satisfied with the resolution and believes the complaint relates to a contravention of the Act or its Regulation the complainant may refer the issue to the regulator.
[Reg.188,s.41]
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 and 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.
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 Mortgage Brokers Lenders and Administrators Act, 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 the complaint. All responses will come directly from the Complaints Officer.
