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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
Fax: 1 866 371 0132
Mail: RMG Mortgages Servicing Centre
PO Box 351 STN C
Kitchener, ON N2G 2Y9

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 complaint remains unresolved following step 2, you may send your concerns in writing to the senior leader listed below:

Director, Contact Centre Operations

Mail: RMG Mortgage Servicing Centre
PO Box 351 STN C
Kitchener, ON N2G 2Y9

Step 4 – Escalation to MCAP Privacy Officer

If your complaint remains unresolved following step 3, you may send your concerns in writing to MCAP’s Privacy Officer.  The Privacy Officer will conduct a review of your complaint based on fairness, integrity and respect and make a non-binding recommendation in a timely manner.  The Privacy Officer does not investigate certain types of complaints, including:

  • Credit granting policies or risk management decisions of MCAP Corporation
  • Levels of interest rates, service charges or fees that apply to the customer
  • Matters that are already before the court

MCAP does take matters of personal privacy very seriously.  If your complaint is regarding the privacy of personal information and has not be resolved by a Senior Leader, please contact MCAP’s Privacy officer

MCAP Privacy Officer
Suite # 400 200 King Street West 
Toronto, ON M5H 3T4

Upon completion of review by MCAP’s Privacy Officer, if the above steps fail to resolve your concern to your satisfaction, your issue may be reviewed by the Privacy Commissioner of Canada who you may contact at any time in this process, by writing to:

The Privacy Commissioner of Canada 
30 Victoria Street Gatineau, Quebec K1A 1H3 
Or by telephone, toll free, at 1 800 282 1376 or by TTY at 1 819 994 6591