Complaints Process

If you are not satisfied with the service you have received, we want to know. Every complaint is taken seriously and handled through a documented process.

Step 1 — Speak with Rajiv directly

Most concerns are resolved fastest by raising them with me first. Office 289-505-0631, direct 647-291-7116, or email rajiv@simplifymortgage.ca. Please describe what happened, when, and the outcome you are looking for.

Step 2 — Escalate to the brokerage

Mortgage services are provided through Mortgage Architects, FSRA Brokerage Licence #12728. If your concern is not resolved to your satisfaction, it can be escalated to the brokerage’s Principal Broker and compliance team, who maintain a formal complaint-handling procedure. I will provide the current contact details for that process on request, and will not stand in the way of an escalation.

Step 3 — Contact the regulator

Mortgage brokerages, brokers and agents in Ontario are regulated by the Financial Services Regulatory Authority of Ontario (FSRA). If your complaint remains unresolved after the brokerage process, you may contact FSRA directly. Current complaint-submission instructions are published at fsrao.ca.

What to expect

You will receive acknowledgement of your complaint, an explanation of how it will be reviewed, and a response setting out the outcome. Raising a complaint does not affect your right to escalate to the brokerage or to FSRA at any point.

This page describes how to raise a concern about service. It is general information, not legal advice.