Legal
Complaints Process
We take client concerns seriously. Here's how to raise one and what happens next.
1. Contact us directly
Most concerns can be resolved quickly by speaking with your mortgage advisor or with the Managing Broker directly. Explain what happened and what outcome you're looking for.
2. Submit a formal complaint
If your concern isn't resolved, you can submit a formal written complaint using the contact details below. Please include your name, contact information, a description of the issue, and any relevant dates or documents.
3. We review and respond
The Managing Broker reviews every formal complaint. We will acknowledge receipt and respond in writing once our review is complete.
4. Escalate to the regulator
If you're not satisfied with our response, you may escalate your complaint to the Financial Services Regulatory Authority of Ontario (FSRA), or the relevant regulator in your province.
Submit a complaint
Email our general inbox at info@finevo.ca with the subject line "Formal Complaint." A dedicated complaints inbox will be published here once established.
Or call: 1-877-355-5750
Escalating to a regulator
Ontario clients may contact the Financial Services Regulatory Authority of Ontario (FSRA) at fsrao.ca. Clients in other provinces should contact their provincial mortgage-brokerage regulator — see our Provincial Licensing page for details.