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How To Make A Complaint

If you have a problem or concern, tell us about it in the way that is most convenient for you.

Step 1

You may contact us: 

  • By phone (toll free): 1-855-288-4855
  • By mail: Mortgage Servicing Centre, P.O. Box 351 STN C, Kitchener, ON N2G 3Y9;
  • By fax: 416-366-8607; or
  • By email: customersupport@servicemymortgage.ca 

We can often resolve most dissatisfactions directly at the source. They can analyze your complaint and often offer you a solution within business 5 days.

Step 2

If you are not satisfied with our response, we will elevate your complaint to the Complaints Office to address it.  Your request will be reviewed in an impartial, objective, and fair manner. A decision will be made as quickly as possible but within 56 days from the time we receive your complaint.   If the department that originally received your complaint can not resolve it within 5 business days, we will automatically elevate your concern to the Complaints Office with no action on your part required.

Step 3

If your concern continues to remain unresolved, you will have access to either Paradigm Quest’s Client Complaint Appeal Office or an external agency.  For further details you may contact the Customer Service Department listed above or the Client Complaint Appeal Office, by mail at:

Client Complaint Appeal Office - Paradigm Quest Inc.

P.O. Box 351 STN C,

Kitchener, ON

N2G 3Y9390 

or toll free at 1-855-288-4855

External Agencies

Some lenders have retained external agencies to allow you to have a complaint decision reviewed. 

External agencies include:

Ombudsman for Banking Services and Investments
20 Queen Street West, Suite 2400
P.O. Box 8, Toronto, ON M5H 3R3
Phone: 1-888-451-4519
Email: ombudsman@obsi.ca

ADR Chambers
P.O. Box 1006
31 Adelaide St. E.
Toronto, Ontario  M5C 2K4
Phone: 1 800 941 3655
Email: contact@bankingombuds.ca