Complaint Policy

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

1. Completed Files:
   
   • If the complaint relates to a completed file, the Chief Complaints Officer will retrieve existing documentation from the company's records.
   • The documentation will be reviewed, and the complaint will be forwarded to the specific agent or broker for their comments.

          2. Files in Progress:

• If the complaint pertains to an active file, the Chief Complaints Officer will immediately contact the responsible agent or broker and forward the complaint for their comments.

• The Chief Complaints Officer will respond to all complaints verbally within 48 hours of receipt.
• A written response will follow as quickly as possible to address the complaint in detail.

• If the agent or broker responsible for the file does not address the matter promptly, the Chief Complaints Officer will take all reasonable steps to resolve the issue.
• If the complaint relates to compliance with the Mortgage Brokerage, Lenders, and Administrators Act, efforts will be made to ensure the transaction was compliant with the legislation. Remedial action will be taken immediately if any contravention is discovered.
• If the complaint involves a potential claim against the firm's errors and omissions insurance policy, the Chief Complaints Officer will notify the insurer as soon as possible.

If the consumer is unsatisfied with the brokerage’s complaint process, they may forward their complaint to:

Financial Services Regulatory Authority of Ontario (FSRAO)
25 Sheppard Avenue West, Suite 100, Toronto, Ontario M2N 6S6
1.800.668.0128

Communication

• At no time will an agent or broker of Tordon Mortgages respond directly to the complaint. All responses will come directly from the Chief Complaints Officer.

Chief Complaints Officer (Appointed):

Hemabrinthan Balasingham
18M - 700 Thirdline
Oakville On L6L 4B1

Tel: 905.298.1197
Email: complaints@tordon.com

Tordon Mortgages | | June, 2024]