Complaint Policy
Last Updated: July 2026
At Dominion Lending Centres Homestead Financial, client satisfaction is at the heart of everything we do. We welcome your feedback, concerns, and complaints about the service you've received, and we want the chance to make things right. Please be assured that your concerns will be taken seriously, handled confidentially, and reviewed fairly and objectively.
Raising a concern with us is free, and it will never affect the status of your file, your mortgage, your rate, or the way you are treated. In most cases, contacting us directly is also the fastest way to resolve an issue — we already know your file, and we're able to act on it right away.
Your complaint will be reviewed by someone who was not involved in the matter you're raising. You will not have to discuss your concerns with the person your complaint is about unless you specifically ask to.
We've established the following process to make sure your concerns are handled promptly, fairly, and objectively.
Step 1: Contact Us Directly
If you're dissatisfied with the service you've received, please let us know right away. You can submit your complaint to our designated Complaints Officer, who reviews concerns independently of the individuals involved.
To help us resolve things as quickly as possible, please include:
- Your name and the best way to reach you
- The product or service your complaint relates to
- The nature of your concern
- What you'd like us to do to resolve it
Email: complaints@homesteadfinancial.ca
Phone: (905) 690-6834
We will acknowledge your complaint within two business days of receiving it, and we'll aim to provide our full response within 30 days. If your complaint is more complex and we need additional time, we'll let you know why and give you a clear timeframe.
Step 2: Escalate the Complaint
If your complaint isn't resolved to your satisfaction at Step 1, or if you'd simply prefer not to discuss it with the initial reviewer, you can escalate it to our senior management team. We'll gather the existing documentation on file, review the matter objectively, and follow up with a written response.
Email: escalations@homesteadfinancial.ca
Phone: (905) 690-6834
Step 3: External Escalation
Our complaint-handling process complies with the standards and requirements of applicable provincial regulations, and we will always work to find a solution that is fair to everyone involved.
If we are unable to resolve your complaint to your satisfaction, we will provide you with our final response — known as a final position letter — setting out our position and the resolution we have proposed. If you remain dissatisfied after receiving it, you have the right to escalate your complaint to Ontario's mortgage regulator, the Financial Services Regulatory Authority of Ontario.
We're Here to Make It Right
Most concerns are resolved quickly — often with a single conversation. Whatever the issue, we would genuinely rather hear about it than have you walk away dissatisfied. Your feedback helps us do better, for you and for every client after you.
Email: complaints@homesteadfinancial.ca
Phone: (905) 690-6834