Complaint handling

Your mortgage broker practises within the firm Multi-Prêts Hypothèques. This firm receives and handles complaints about the firm itself or about any of its brokers. Here is how it works.

What is a complaint?

A complaint is a reproach or dissatisfaction about a service or product offered, which you communicate to the firm or to your broker as a client and for which you expect a final response. This is the case, for example, when you ask, explicitly or not, for measures to be taken to remedy the situation.

The following are not complaints:

• a request for information or documents about a product or service;
• a request for access to, or correction of, your personal information;
• a request to correct a calculation or clerical error, unless other measures are needed to remedy its consequences;
• a comment or feedback.

Handling a complaint is free. It is carried out objectively and takes your interests into account.

How to make a complaint

For any question, concern or complaint about your mortgage, contact the firm:

You can make your complaint by email, by mail or by phone. To help with the analysis, please include:

• what your complaint is about;
• the broker or lender involved;
• what happened and how it affected you;
• your contact information.

Attach any useful documents: contracts, statements, written exchanges, notes from conversations.

If you need help putting your complaint into words, the firm can assist you.

You can also use the complaint form of the Autorité des marchés financiers (AMF). A complaint made using this form is valid. The form is available on the AMF website: https://lautorite.qc.ca/en/general-public/assistance-and-complaints/making-a-complaint. Once you have completed it, send it to the firm at the contact information above.

Steps in handling your complaint

Simplified handling. The firm may first try to resolve your complaint more quickly, through simplified handling, when it is able to offer you a satisfactory solution within 20 days of receiving it. Your complaint is resolved if you accept the proposed solution or if the explanations provided address it. The conclusion may then be given to you verbally or in writing.

If simplified handling does not resolve your complaint, the firm will notify you in writing. Your complaint then follows the steps below, as does a complaint whose nature or complexity does not lend itself to this handling. The time spent trying to resolve it this way does not push back the deadline for the final response.

1. Acknowledgment of receipt. Within 10 days after your complaint is received, you receive a written acknowledgment of receipt. It states:

• your file number;
• the date your complaint was received;
• how to get information about how it is being handled;
• the expected processing time and the date by which you will receive the final response;
• your right to ask for your file to be examined by the AMF;
• a link to this summary, or a copy of it.

2. Analysis. Your complaint is assigned to a person with the skills needed to handle it. The firm keeps you informed, in a timely manner, of the status of your file.

3. Final response. The firm sends you its final response in writing as soon as possible, no later than 60 days after receiving your complaint. The response states that it is a final response. It summarizes your complaint, gives the reasoned conclusion of the analysis and the outcome, and reminds you of your right to turn to the AMF and how to do so. It also gives the business contact information and signature of the person who handled your complaint.

If exceptional circumstances or circumstances beyond the firm’s control justify it, this deadline may be extended by no more than 30 days, for a total of 90 days. In that case, you will be notified in writing no later than the 60th day. The notice explains the circumstances, gives the new deadline and reminds you of your right to turn to the AMF.

Settlement offer. If the firm makes you an offer to settle your complaint, it tells you how long you have to accept it. This period is reasonable and allows you to get advice if you wish. If you accept the offer, the firm acts on it no later than 30 days after you accept, or within another period agreed with you. An offer can never require you to give up your right to turn to the AMF, to withdraw another complaint, or to refrain from contacting the AMF.

Complaint that also involves another business. If your complaint also concerns another business, such as a lender, the firm will let you know. It explains to what extent the complaint concerns that business and informs you of your right to complain to it. If the firm has that business’s contact information, it gives it to you as well.

Complaint register and file. Every complaint is recorded without delay in the firm’s complaint register, and a file is opened and kept up to date. It contains, among other things, your complaint, the documents used in the analysis, your exchanges with the firm and, where applicable, the acknowledgment of receipt and the final response.

If you are not satisfied: transferring your file to the AMF

If you are not satisfied with how your complaint was handled or with the outcome, you can ask the firm to send your file to the Autorité des marchés financiers for examination. You can use the file transfer form available on the AMF website and send it to the firm. The firm must send your file to the AMF within 15 days of receiving your request.

The AMF examines the file. If the situation lends itself to it and the parties agree, it may offer conciliation or mediation. This service is free. It is voluntary: the AMF cannot compel either party to take part.

Please note: the complaint process does not interrupt the time limit for bringing a court action.

To contact the Autorité des marchés financiers

• Québec City: 418 525-0337
• Montréal: 514 395-0337
• Other regions: 1 877 525-0337

https://lautorite.qc.ca/en/general-public/assistance-and-complaints/making-a-complaint