Complaint Policy

Butler Mortgage Inc.

COMPLAINT POLICY

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

Should the complaint relate to a completed file, the Chief Complaints Officer will pull existing documentation on file with the company. The Chief 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 Chief Complaints Officer will immediately contact the agent or broker responsible for the file and forward the complaint for comment.

The Chief 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 Chief 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 Chief 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:

Butler Mortgage Inc. Suite 108, 5397 Eglinton Avenue West | Toronto | ON | M9C 5K6 | T: 416.642.0321 | F: 416.642.0322