1. Our Fair Treatment Commitment
At Global Mortgage Group (GMG Broker Inc., FSRA Brokerage Licence #13782), our clients and partners are the foundation of everything we do. We strive to provide transparent, ethical, and high-quality mortgage brokerage services at every touchpoint.
If you have a concern, question, or complaint regarding your mortgage experience, advice provided, fees disclosed, or conduct of any mortgage agent or broker representing GMG, we encourage you to inform us immediately. We view feedback as an essential opportunity to resolve disputes fairly and continually elevate our service standards.
Our dispute resolution procedure operates under the regulatory standards set by the Financial Services Regulatory Authority of Ontario (FSRA) and the Mortgage Brokerages, Lenders and Administrators Act, 2006 (MBLAA).
Step 1: Contact Your Mortgage Agent or Broker
Most concerns or misunderstandings can be resolved quickly by discussing the matter directly with the mortgage agent or broker who handled your transaction.
Recommended Initial Steps:
- • Contact your assigned agent by telephone or email to explain your concern clearly.
- • Have your mortgage commitment letter, application details, disclosure forms, and relevant correspondence accessible.
- • State the resolution or outcome you are requesting (e.g., file re-examination, fee clarification, or document correction).
*If your assigned agent is unavailable, or if you feel uncomfortable discussing the issue directly with them, you may proceed directly to Step 2.
Step 2: Formal Escalation to the Principal Broker
If you are unable to achieve a satisfactory resolution with your agent, or if you are filing a formal complaint regarding compliance, breach of fiduciary duty, or conduct, please escalate the matter to our Principal Broker & Compliance Officer.
Formal Submission
Submit your complaint in writing via our online form, email, or registered mail.
Written Acknowledgment
You will receive written confirmation of receipt within 5 business days.
Investigation
A full file audit and written response will be issued within 30 calendar days.
Attention: Principal Broker / Chief Compliance Officer
Brokerage: Global Mortgage Group (GMG Broker Inc.)
Mail: 3719 Walkers Road, Unit 106, Windsor, ON N8W 3S9
Email: compliance@gmgbroker.com or info@gmgbroker.com
Telephone: (519) 979-1818
Step 3: External Regulatory Recourse (FSRA)
If you have completed Steps 1 and 2 and are not satisfied with GMG’s final written decision, or if you believe there has been a regulatory violation under the Mortgage Brokerages, Lenders and Administrators Act, 2006, you have the right to contact the provincial regulatory authority:
Financial Services Regulatory Authority of Ontario (FSRA)
Provincial regulator for all Ontario mortgage brokerages and licensed agents
25 Sheppard Avenue West, Suite 100
Toronto, ON M2N 6S6
5. Investigation Timelines & Record-Keeping
Global Mortgage Group operates with strict adherence to timeline benchmarks to ensure prompt resolution:
Receipt of your formal complaint will be acknowledged in writing with an assigned reference file ID.
A comprehensive written decision containing our findings, rationale, and proposed resolution will be delivered.
In accordance with FSRA regulations, all complaint correspondence, investigative notes, and final disposition documents are securely retained in the brokerage compliance archives for a minimum of 6 years.
6. Privacy & Non-Retaliation Policy
All complaints are handled with strict confidentiality. Information collected during the investigation is shared solely on a need-to-know basis with individuals directly involved in reviewing and resolving the matter.
Global Mortgage Group enforces a zero-tolerance policy for retaliation. Clients who express concerns or file complaints will continue to receive fair, objective, and professional service without prejudice to any current or future financing transactions.
7. Submit a Formal Written Complaint
Please complete the form below to initiate a formal review by the Principal Broker. All fields marked with an asterisk (*) are required.