Resolving your issue
If you have a concern or complaint,
we’ll work hard to make it right.
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Providing our homeowners with an exceptional customer experience is always our priority. But if we miss the mark, we have a process to make sure you’re heard, and the issue is resolved the best way possible.
Steps to finding a solution.
Here’s how we’ll work with you to resolve your issue:
Step 2 – Manager/Escalation Officer
If you feel your concerns are not adequately addressed, you can ask to speak to a manager or escalation officer. To facilitate this, you will be asked to provide the following information:
- Full name
- Mortgage number
- Contact information
- Nature of the issue
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Step 3 – Escalation to a Senior Leader
If your concern remains unresolved, your next option is to escalate your complaint in writing to the senior leader responsible for managing homeowner complaints and resolution:
Director, Contact Centre Operations
Director, Contact Centre Operations
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Step 1 – Let’s talk
Speak to a Mortgage Servicing Representative:
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Step 2 – Manager/Escalation Officer
If you feel your concerns are not adequately addressed, you can ask to speak to a manager or escalation officer. To facilitate this, you will be asked to provide the following information:
- Full name
- Mortgage number
- Contact information
- Nature of the issue
Step 3 – Escalation to a Senior Leader
If your concern remains unresolved, your next option is to escalate your complaint in writing to the senior leader responsible for managing homeowner complaints and resolution:
Director, Contact Centre Operations
Director, Contact Centre Operations
