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Complaints Policy

Effective date: May 2025

Our Commitment to Client Satisfaction

Jessy Gill Mortgages is committed to providing every client with professional, honest, and transparent mortgage services. We take all complaints seriously and are committed to resolving concerns promptly and fairly. If you have had an experience that did not meet your expectations, we want to hear from you.

How to Submit a Complaint

You may submit a complaint through any of the following methods:

When submitting your complaint, please include the following information:

  • Your full name and contact information
  • A clear description of your concern or complaint
  • Any relevant dates, documentation, or correspondence
  • Your desired resolution or outcome

Response Timeline

Upon receiving your complaint, we will provide:

  • Acknowledgement within 2 business days: We will confirm receipt of your complaint and provide a reference contact for follow-up.
  • Resolution within 5 business days: We will investigate your concern and provide a written response with our findings and proposed resolution. Complex matters may require additional time, in which case we will keep you informed of our progress.

Escalation to Mortgage Outlet Inc.

If you are not satisfied with the resolution provided by Jessy Gill Mortgages, you may escalate your complaint to our brokerage:

Shawn Stillman
Principal Broker — Mortgage Outlet Inc.
License #12628
Phone: 1-888-634-2973
905-250 Consumers Road, Toronto, ON M2J 4V6

Escalation to FSRA Ontario

If your concern has not been resolved to your satisfaction after escalating to Mortgage Outlet Inc., you may contact the Financial Services Regulatory Authority of Ontario (FSRA):

FSRA regulates mortgage brokers, agents, and brokerages in Ontario under the Mortgage Brokerages, Lenders and Administrators Act, 2006 (MBLAA).

FINTRAC Compliance Notice

Jessy Gill Mortgages is subject to the requirements of the Proceeds of Crime (Money Laundering) and Terrorist Financing Act and the regulations administered by the Financial Transactions and Reports Analysis Centre of Canada (FINTRAC). As a reporting entity, we are required to verify client identity, report certain transactions, and maintain records as required by law. These obligations are non-negotiable and not subject to client waiver.

Regulatory Information

Jessy Gill Mortgages is licensed and regulated by the Financial Services Regulatory Authority of Ontario (FSRA) under the Mortgage Brokerages, Lenders and Administrators Act, 2006.

  • Mortgage Agent: Jessy Gill, License #M21004006
  • Brokerage: Mortgage Outlet Inc., License #12628

Contact

For any complaints or questions about this policy, please contact info@jessygillmortgages.ca or call 819-213-6634.