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How Does a Prime Rate Change Affect My Mortgage Payments?

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Resolving Customer Complaints

When a Problem Occurs – Let us Help

As an RMG Mortgages Client, you deserve outstanding customer service. RMG recognizes that issues may arise and believe it important to resolve your complaints quickly and accurately with the utmost courtesy. To this end, here is our complaint resolution process. RMG employees are empowered to take ownership of any complaint they receive and see it through to resolution.

Step 1 – Talk to Us

Talk to a customer service agent.

Alternatively Contact Us By:

Phone: 1 866 809 5800
Email: mortgagesupport@rmgmortgages.ca
Fax: 1 866 371 0132
Mail: RMG Mortgages Servicing Centre
PO Box 351 STN C
Kitchener, ON N2G 3Y9

Step 2 – Manager/Escalation Officer

If you feel your concerns are not adequately addressed, you may ask for manager or escalation officer involvement.
To facilitate this, you will be asked to provide the following information:

  • Full name
  • Mortgage number
  • Contact information
  • Nature of concern

Step 3 – Escalation to a Senior Leader

If your concern remains unresolved, we would ask that you escalate your complaint in writing to the senior leader who is responsible for the resolution of issues impacting our homeowners:

Director, Contact Centre Operations

Email: mortgagesupport@rmgmortgages.ca
Mail: RMG Mortgage Servicing Centre
PO Box 351 STN C
Kitchener, ON N2G 3Y9