Complaints policy

Our commitment

360 Lending Solutions, licensed by the Financial Services Regulatory Authority of Ontario under Brokerage Licence #12448 and operating as Reverse Mortgages of Canada, maintains a written complaints process as required of licensed mortgage brokerages in Ontario.

We would rather hear a complaint than not hear it. The product we arrange is consequential and our clients are often at a stage of life where getting it wrong is hard to recover from. If we have got something wrong, tell us.

What counts as a complaint

Any expression of dissatisfaction about our conduct, our advice, our service, a fee, a disclosure we made or failed to make, or the handling of your personal information.

You do not have to use the word complaint, put it in a particular format, or explain which rule you think we have broken. Tell us what happened and what you want done about it.

How to make one

By telephone on 1-416-878-9448, or in writing to 360 Lending Solutions, 2175 Sheppard Avenue East, Suite 307, Toronto, Ontario, M2J 1W8.

It helps us if you include your name and how to reach you, the name of the agent or broker involved, what happened and roughly when, and what outcome you are looking for. If you do not have all of that, send what you have.

What happens next

Within two business days we acknowledge that we have received your complaint and tell you who is handling it.

Your complaint is reviewed by the brokerage's designated individual, or by someone not involved in the matter complained of where that is more appropriate. We will look at the file, speak to the people involved, and come back to you.

Within thirty days we give you a substantive written response setting out what we found, our decision, our reasons, and what we propose to do. If a matter is complex enough to need longer, we will tell you before the thirty days is up, explain why, and give you a revised date.

We keep a record of every complaint and how it was resolved, as our licence requires.

If you are not satisfied with our answer

You can take it to the regulator. The Financial Services Regulatory Authority of Ontario supervises licensed mortgage brokerages and accepts complaints from the public about them.

Submit a complaint to FSRA, or telephone FSRA's contact centre. You do not need our permission and you do not need to have finished with us first, though it usually gets you a faster outcome if you let us try.

You may also verify our licence and standing at any time on FSRA's public register.

Complaints about privacy specifically

If your concern is about how we collected, used or disclosed your personal information, raise it with us through this process, and see our privacy policy for detail on how we handle information.

You may also complain to the Office of the Privacy Commissioner of Canada.

Suspected fraud, or pressure on an older homeowner

If you believe an older homeowner is being pressured or deceived into a mortgage transaction, by anybody, tell us immediately and we will stop the file. You can raise it with us anonymously.

Serious matters can also be reported to FSRA, and to your local police service where a crime may have been committed. We would rather lose a deal than complete one that should not happen.