{"id":2156,"date":"2026-10-16T03:49:41","date_gmt":"2026-10-16T03:49:41","guid":{"rendered":"https:\/\/www.mlahypotheque.com\/?page_id=2156"},"modified":"2026-10-16T04:02:21","modified_gmt":"2026-10-16T04:02:21","slug":"complaint-handling","status":"publish","type":"page","link":"https:\/\/www.mlahypotheque.com\/en\/complaint-handling\/","title":{"rendered":"Complaint Handling"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\"><strong>Last updated October 15, 2026<\/strong><\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Not satisfied? Let us know.<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">At MLA Hypoth\u00e8que, a mortgage brokerage firm registered with the Autorit\u00e9 des march\u00e9s financiers (client number 3003303032), we want to resolve any dissatisfaction quickly and fairly. Our complaint process is simple and free of charge.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">1. How to file a complaint<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">You can reach us in the way that suits you best:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>by email: <a href=\"mailto:info@mlahypotheque.com\">info@mlahypotheque.com<\/a>;<\/li>\n\n\n\n<li>by phone: 581-988-4654;<\/li>\n\n\n\n<li>by mail: MLA Hypoth\u00e8que, Complaints Officer, 8765, rue des Graviers, Qu\u00e9bec (Qu\u00e9bec) G2K 1V4.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">You may also use the complaint form of the Autorit\u00e9 des march\u00e9s financiers, available on its website at <a href=\"https:\/\/lautorite.qc.ca\/en\" target=\"_blank\" rel=\"noopener\">lautorite.qc.ca<\/a>. If you need help to write your complaint, we will assist you.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">2. How we handle your complaint<\/h2>\n\n\n\n<ol class=\"wp-block-list\">\n<li>We record your complaint in our complaint register.<\/li>\n\n\n\n<li>If we can resolve it to your satisfaction within 20 days, we confirm the solution with you.<\/li>\n\n\n\n<li>Otherwise, we send you a written acknowledgment of receipt. It includes your file number, the deadline for our response and your recourse options.<\/li>\n\n\n\n<li>Our complaints officer, David Bolduc, reviews your complaint objectively.<\/li>\n\n\n\n<li>We send you a written, reasoned final response. If we make you an offer, you will have a reasonable time to consider it.<\/li>\n<\/ol>\n\n\n\n<h2 class=\"wp-block-heading\">3. Our timelines<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">We respond no later than 60 days after receiving your complaint. In exceptional circumstances or circumstances beyond our control, for example if we are waiting for documents from a lender, this may be extended to 90 days. In that case, we will notify you in writing before the 60 days expire and explain why.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">4. Following up on your complaint<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">You may ask about the status of your complaint at any time by writing to us or calling us.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">5. Having your file examined by the AMF<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">If you are not satisfied with our final response, or if we have not responded within the required time, you may ask that your file be transferred to the Autorit\u00e9 des march\u00e9s financiers. We will send your file to the AMF within 15 days of your request. The AMF may examine your file and offer dispute resolution services, such as conciliation or mediation.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Autorit\u00e9 des march\u00e9s financiers: 1-877-525-0337 \u00b7 <a href=\"https:\/\/lautorite.qc.ca\/en\" target=\"_blank\" rel=\"noopener\">lautorite.qc.ca<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Last updated October 15, 2026 Not satisfied? Let us know. At MLA Hypoth\u00e8que, a mortgage brokerage firm registered with the Autorit\u00e9 des march\u00e9s financiers (client number 3003303032), we want to resolve any dissatisfaction quickly and fairly. Our complaint process is simple and free of charge. 1. How to file a complaint You can reach us <\/p>\n","protected":false},"author":2,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-2156","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.7 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Complaint Handling - MLA Hypoth\u00e8que<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.mlahypotheque.com\/en\/complaint-handling\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Complaint Handling - MLA Hypoth\u00e8que\" \/>\n<meta property=\"og:description\" content=\"Last updated October 15, 2026 Not satisfied? Let us know. At MLA Hypoth\u00e8que, a mortgage brokerage firm registered with the Autorit\u00e9 des march\u00e9s financiers (client number 3003303032), we want to resolve any dissatisfaction quickly and fairly. Our complaint process is simple and free of charge. 1. 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