Your feedback is taken seriously.
True North Mortgage is dedicated to providing quality service that exceeds clients' expectations every time. We aim to build strong and lasting relationships with our clients.
Client satisfaction is at the heart of our operations, and we work every day to deliver on our mission.
We welcome your feedback, concerns and/or complaints regarding the services you received. Please be assured that your feedback will be taken seriously and that our team will follow up with you to resolve the situation as soon as possible. We are committed to treating your complaints fairly.
As a first step, we always advise our clients to seek a solution with the person concerned. However, if you feel that your situation has not been resolved to your satisfaction, we ask that you notify us promptly and share your questions and concerns by calling or emailing us directly.
It's our priority to analyze your situation, examine the facts, and recommend an unbiased solution.
For Quebec: As required by law, we must inform you of our mortgage brokerage practices and ensure that we provide you with quality advice tailored to your needs. Pursuant to sections 103 and 146 of the Loi sur la distribution de produits et services financiers relating to complaints and disputes resolution, we want to offer you a simple way to make your complaints and communicate your disagreements when your interactions with our employees have proven ineffective.
If you are dissatisfied with the quality of service you have received, please let us know right away by raising your complaint with the True North or THINK Financial team members with whom you have formerly interacted. Alternatively, you can submit your complaint to our Servicing team by toll-free phone call or email.
Toll-free: 1-877-343-0883
Email: tnmleads@fastmail.fm
Please include 'complaint' in the subject line of your email, and whether by phone or by email, provide your name, the product or service to which your complaint relates, and the nature of your concerns. The Servicing team will work to quickly remedy the situation or put you in touch with the correct team member who can.
If your complaint is not addressed to your satisfaction after you have contacted us as above, please proceed to Step 2.
If you are not satisfied with the response to your complaint at Step 1, you may escalate your complaint to a member of our senior management team or our Compliance department, as applicable, at no cost. Our complaint handling framework complies with the standards and requirements of applicable regulations. We will always strive to find a mutually agreeable solution for both parties.
You can escalate a complaint by phone or by email:
Toll-free: 1-877-343-0883
Email: chirag.mehta@truenorthmortgage.ca
Please provide your name and details of the product or service your complaint relates to, and you will be directed to the appropriate Escalation manager.
If you have not completed Step 1 of this complaint handling process before proceeding to Step 2, you may be referred to the appropriate department for resolution before your complaint is escalated.
If your complaint has not been resolved to your satisfaction after receiving our final response following completion of Step 2, you may request that the file be transferred to the Autorité des marchés financiers (AMF).
