Complaint Policy

The principal broker of Butler Mortgage Inc. shall act as the Chief Complaints Officer for the company. Upon receipt of a complaint from a consumer or an investor, the Complaints Officer (or designate), will take immediate action to investigate.

Should the complaint relate to a completed file, the Complaints Officer will pull existing documentation on file with the company. The Complaints Officer will review the documentation, and then forward the complaint to the specific agent or broker for comment.

Should the complaint relate to a file in progress, the Complaints Officer will immediately contact the agent or broker responsible for the file and forward the complaint for comment.

The Complaints Officer will respond to all complaints verbally within 48 hours of receipt and will follow up with a written response as quickly as possible.

Should the agent or broker of Butler Mortgage Inc., responsible for the file, not be forthcoming in dealing with the matter, the Complaints Officer will take all reasonable steps to deal with the matter.

Should the complaint relate to an issue relating to the Mortgage Brokerage Lenders and Administrators Act, all efforts will be made to determine if the transaction was in compliance with the legislation. If a contravention of the legislation is discovered, remedial Action will be taken immediately.

Should the complaint relate to a potential claim against the firm’s errors and omissions insurance policy, the Complaints Officer will notify the insurer of the potential claim as soon as possible.

Should the consumer be unsatisfied with the Brokerage’s Complaint process, they may forward their complaint to:

Financial Services Commission of Ontario (FSCO)
5160 Yonge Street, Toronto, ON M2N 6L9
1.888.491.7516 to access the Mortgage Business Activity Complaint Form.

At no time will an agent or broker of Butler Mortgage Inc., respond directly to the complaint. All responses will come directly from the Complaints Officer.

Chief Complaints Officer:
William Butler, President
Suite 108, 5397 Eglinton Avenue West, Toronto, ON M9C 5K6
Tel: 888.491.7516 or Fax: 888.491.7516


Complaints Officer:
Sharon Butler
Suite 108, 5397 Eglinton Avenue West, Toronto, ON M9C 5K6
Tel: 905.569.8326 or Fax: 905.569.0277