Consumer protection and accountability

Complaints and Client Concerns

A concern does not need to be dramatic to deserve a clear answer. This process explains who receives complaints, what information helps, how the matter is investigated, how HopeWell responds and how an unresolved regulatory concern may be escalated.

Who receives complaints

Principal Broker and primary complaint contact

Written complaints about Hopewell Mortgages Inc., its mortgage business, or the conduct of an authorized broker or agent are directed to Parasdeep Singh, Principal Broker. Where Parasdeep is personally involved in the subject matter or another conflict could affect impartiality, the brokerage may assign the factual review to another qualified person while the Principal Broker remains responsible for the process and response.

Email a written complaint

psingh@hopewellgroup.ca

Call to discuss a concern

647-405-6468

Mailing address

Attention: Principal Broker / Client Concerns
Hopewell Mortgages Inc.
6705 Tomken Road, Unit 228
Mississauga, ON L5T 2J6

What happens after submission

A documented five-stage process

  1. 1

    Submit the concern

    Send a written complaint by email or mail. A phone call can begin the conversation, but a written summary helps us identify the issues, preserve an accurate record and provide a formal written response.

  2. 2

    Acknowledgement and triage

    The complaint is logged, assigned to the Principal Broker or an appropriate independent reviewer, and assessed for urgency, conflicts, privacy concerns and any immediate action needed. We aim to acknowledge written complaints within two business days.

  3. 3

    Investigation

    We review the relevant file, communications, disclosures, documents, transaction chronology and explanations from the people involved. We may ask the complainant for clarification or supporting records.

  4. 4

    Written response

    HopeWell provides a written response within a reasonable timeframe. The response describes the issues considered, the brokerage’s findings, any proposed resolution or corrective action, and the available FSRA escalation route if the outcome is unsatisfactory and the concern involves regulatory requirements.

  5. 5

    Record retention and follow-through

    Written complaints, supporting records and responses are retained for at least six years in accordance with applicable mortgage-brokerage recordkeeping requirements. Any agreed corrective action is assigned and tracked.

Unresolved concerns and FSRA

FSRA generally asks consumers to contact the mortgage brokerage first and obtain its written response. If you are dissatisfied and believe the matter involves a breach of Ontario mortgage-brokering requirements, you may submit the concern and HopeWell's written response to FSRA.

Submit or review a complaint with FSRA

FSRA is a regulator. It may review compliance and conduct, but it is not a substitute for a court and may not award the private compensation or remedy a complainant seeks.

Independent advice and non-retaliation

Submitting a concern does not affect your right to obtain independent legal advice, contact another regulator or professional body, preserve a limitation period, or pursue any remedy available by law.

HopeWell will not treat a client adversely merely because they raised a concern in good faith. A complaint does not pause mortgage payments, lender deadlines, closing obligations, enforcement rights or legal limitation periods; urgent legal or financial deadlines should be addressed separately.

Privacy is respected, but information may be shared where reasonably necessary to investigate the matter, respond, meet legal or regulatory duties, obtain professional advice or protect legal rights.