Our Complaints Process
We receive complaints via the following methods:
By Mail: 10 Kingsbridge Garden Circle, Suite 800 Mississauga Ontario L5R 3K6
By Fax: 1(888) 823-3687
Who Handles a Complaint?
Complaints are handled by our Chief Compliance Officer.
Matters that require further escalation or where a conflict of interest arises, shall be handled by the Principal Broker.
When Will I Receive a Response?
The initial response to a Complaint related to an ongoing mortgage transaction, being conducted by any startMYplan.ca 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 startMYplan.ca 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 a fax, email, or letter (on the day sent) has been sent by startMYplan.ca Limited
What Should I Include in My Complaint?
Complaints should clearly state and include (at a minimum):
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 (if applicable)
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.
What are the timelines for active complaints?
startMYplan.ca 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 with respect to a Complaint.
There is no maximum time limit for the ultimate resolution of a Complaint.
What if I am not satisfied with the handling of my complaint?
Should you still feel unsatisfied, or if we are unable to resolve your concerns, then you have the right to contact the Financial Services Regulatory Authority of Ontario (FSRAO) as an alternative channel:
If you need additional information on how to file a complaint, please contact FSRAO at:
Telephone: (416) 250-7250
Toll-free: (800) 668-0128
Financial Services Regulatory Authority of Ontario
Licensing & Market Conduct Division
Mortgage Brokerage and Administrator Complaints
5160 Yonge Street 4th Floor, Box 85
Toronto, ON M2N 6L9