Team Levine Mortgage Broker (mortgage brokerage firm and firm in the insurance of persons, AMF registration no. 609117) is committed to handling every complaint fairly, quickly, and at no charge.
What is a complaint? This is dissatisfaction or a reproach that you express to us, spoken or written, about a service or product we offer, and for which you are looking for a resolution. A request for information, a request to access or correct your personal information, a request to fix a clerical or calculation error, and a general comment are not complaints, though we are always glad to help you with them.
How to file. You can make your complaint orally or in writing to our complaints officer: Steven Levine, Team Levine, 1155 rue Metcalfe, Suite 1582, Montréal, Québec H3B 2V6, complaints@teamlevine.ca, 514.876.8916. If you would like help putting your complaint together, we will gladly assist you. You can also submit it to us using the complaint form on the AMF's website, and we can provide a complaint form on request.
What happens next. We log every complaint in our complaints register and open a complaint file, which we keep for as long as we keep your client file. Within 10 days of receiving your complaint, we will send you a written acknowledgement that includes your file number and the date by which you will receive our final response. We will review your complaint at no cost to you and may reach out for more details. We will provide a final written response as soon as we can, and in any case no later than 60 days after we receive your complaint. If exceptional circumstances, or circumstances beyond our control, mean we need more time (for example, when we are waiting on documents from a lender, an appraiser or another third party), we will tell you in writing no later than the 60th day, explain the reason, and give you a new date, which will be no later than 90 days after we received your complaint. If you would like to know where your complaint stands at any time, contact Steven Levine using the contact details above.
If you are not satisfied. If you are not satisfied with how we handled your complaint, or with our final response, you can ask us to transfer your complaint file to the Autorité des marchés financiers (AMF) for examination. Just let us know by phone, email or mail, or use the AMF's file transfer form. You are also free to contact the AMF yourself. We will forward your complete file to the AMF within 15 days of your request. The AMF will examine it and may offer dispute-resolution services, namely conciliation or mediation, at no charge. You can reach the AMF at lautorite.qc.ca. Note that making a complaint does not pause the deadline for taking your case to court.
Our complete complaint-processing and dispute-resolution policy is available on request.