Addressing your concerns

 

We take your feedback seriously and are committed to helping address your concerns.
If you have a complaint, please reach out to us. We’ll work to ensure your issue is addressed and will do our best to help find a solution.

 

Please contact us at 1.888.909.5588. Ask to speak to a supervisor as soon as you have a concern. Our goal is to ensure your situation is dealt with as quickly and efficiently as possible and that you’re satisfied with the result.

If your issue is not resolved, please email the CRT. The CRT for QuestMortgage is overseen by Community Trust Company, a subsidiary of Questrade Financial Group.

Email complaints@communitytrust.com and they will be happy to help you.

Alternatively, you can reach us by mail:

Complaints Resolution Team 
Community Trust Company 
Unit G1 – Ground Floor, 5700 Yonge Street 
North York, ON M2M 4K2

If you have gone through the first two steps and remain dissatisfied, you can turn to an independent ombudsman who has been designated to provide an impartial review of unresolved customer complaints.

Ombudsman for Banking Services and Investments 
20 Queen Street West, Suite 2400 
P.O. Box 8 
Toronto, Ontario

The Financial Consumer Agency of Canada (FCAC)
The Financial Consumer Agency of Canada supervises financial institutions such as trust and loan companies to ensure that they comply with federal consumer protection laws.

If you have a complaint that you think may involve a violation of a consumer protection law, contact FCAC in writing.

Contact information for the FCAC is provided below.

Financial Consumer Agency of Canada 
Enterprise Building, 6th Floor 
427 Laurier Avenue West 
Ottawa, ON K1R 1B9

Questrade, Inc. and Community Trust Company (“CTC”) are subsidiaries of Questrade Financial Group. QuestMortgage® is a service provided by CTC. QuestMortgage, licensed to CTC, is a trademark of Questrade, Inc.