Complaints about mortgage business activities

If you have concerns about Otera’s mortgage brokerage services, the first step is to contact your account manager. They will be able to answer your questions and concerns.

If your concerns have not been addressed to your satisfaction and relate to regulatory compliance, you can address them to the Chief Ethics and Compliance Officer. To do so, make a written complaint and contact the Ethics and Compliance Group by:

Mail:     
Ethics and Compliance
Otera Capital Inc.
Édifice Jacques-Parizeau
1001, Square-Victoria Street, Suite C-200
Montréal (Québec) H2Z 2B1

Email:
[email protected]

Object:
Compliant Mortgage Brokerage Services

You will be contacted within 10 days of the recording of your complaint. The Chief Ethics and Compliance Officer will direct the complaint to the person responsible for your file or, if needed, to a person designated to handle your complaint.

If you are still not satisfied with the handling of your complaint or the outcome, you may seek assistance from the regulatory bodies. You can contact the following agencies which may review the complaint if falls under their jurisdiction:

Québec:
Autorité des marchés financiers’ client service
https://lautorite.qc.ca/en/general-public

A conciliation or mediation service could be suggested in the manner provided by law.
 
Ontario:
Financial Services Regulatory Authority of Ontario
http://www.fsrao.ca