Complaint Policy

Last Updated: April 2026

At Dominion Lending Centres Homestead Financial, client satisfaction is at the heart of our operations, and we work every day to deliver on our mission. We welcome your feedback, concerns and/or complaints regarding the services you received. Please be assured that your feedback will be taken seriously and that our team will follow up with you to resolve the situation as soon as possible.

We have established the following process to ensure your concerns are handled promptly, fairly, and objectively.

Step 1: Initial Contact

If you are dissatisfied with the quality of service you have received, please let us know right away. You may submit your complaint directly to our dedicated internal review team. Please provide your name, the product or service to which your complaint relates, and the nature of your concerns.

Email: complaints@homesteadfinancial.ca

Phone: (905) 690-6834

Step 2: Escalate the Complaint

If your complaint is not addressed to your satisfaction at Step 1, or if you feel uncomfortable discussing the matter with the initial review team, you may seamlessly escalate your complaint to our senior management team. We will pull existing documentation on file, objectively review the matter, and follow up with a written response as quickly as possible.

Email: escalations@homesteadfinancial.ca

Phone: (905) 690-6834

Step 3: External Escalation

Our complaint handling framework complies with the standards and requirements of applicable provincial regulations. We will always strive to find a mutually agreeable solution for both parties. However, if your complaint has not been resolved to your satisfaction after receiving our final response, you maintain the right to escalate your file to the provincial mortgage regulatory authority (the Financial Services Regulatory Authority of Ontario).

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