HOW TO MAKE A COMPLAINT (FOR ANY REASON)

Complaints are accepted via the following methods:
Mail: 2-157 Harwood Ave N, Ajax, ON. L1Z 0B6

Email: [email protected]

WHO WILL COMPLAINTS BE HANDLED BY?

Complaints are handled by our Chief Compliance Officer, Sanjeet Mand. Alternatively, you may address the complaint to the Principal Broker, Saj Paleja.

Matters that require further escalation or where a conflict of interest arises, shall be handled by the Principal Broker, Saj Paleja.

HOW QUICKLY WILL MY INITIAL COMPLAINTS BE RESPONDED TO?

The initial response to a Complaint related to an ongoing mortgage transaction, being conducted by any Cascade Mortgage Capital Inc. registered Agent or Broker, shall be within two (2) business days after initial receipt of the Complaint.

The initial response to a Complaint related to a previously completed mortgage transaction or referral, conducted by any Cascade Mortgage Capital Inc. registered Agent or Broker, shall be within five (5) business days after initial receipt of the Complaint.

This time is required to enable the firm to conduct any required investigations. A matter shall be deemed to be responded to once an email, or letter (on the day sent) has been sent by CMI.

WHAT SHOULD BE INCLUDED IN MY COMPLAINT?

Complaints should clearly state and include (at a minimum):

Your Name:
Other Party: *
Time Period Involved:
Specific Complaint(s): Please list if more than one

* Name of the Agent, Broker, or Brokerage that you are making a complaint about

This is to help us ensure timely and efficient processing of your Complaint.

Complaints without this information will be responded to; however, you should be aware that additional delays may result.

CONDUCT, DEADLINES, RESPONSE TIMES, FOR ACTIVE COMPLAINTS

Cascade Mortgage Capital Inc. reserves the right to specifically request a Complaint or correspondence be made and handled via postal mail or courier.

There is no maximum time limit for the exchange of interim communications concerning a Complaint.

There is no maximum time limit for the ultimate resolution of a Complaint.

STILL UNSATISFIED?

Should you still feel unsatisfied, or if we are unable to resolve your concerns, then you have the right to contact the Financial Services Commission of Ontario (FSCO) as an alternative channel:

If you need additional information on how to file a complaint, please contact FSCO at:

http://www.fsco.gov.on.ca/english/regulate/mortgagebrokers/resolvecomplaint-mortgagebroker.asp

Telephone: (416) 250-7250
Toll-free: (800) 668-0128

Mailing Address:

Financial Services Commission of Ontario
Licensing & Market Conduct Division
Mortgage Brokerage/Administrator Complaints
5160 Yonge Street
4th Floor, Box 85
Toronto, ON M2N 6L9