Complaint Handling Process
Newcastle Financial Corporation — FSRA Licence No. 13522
Newcastle Financial Corporation ("Newcastle Financial") is licensed as a Mortgage Brokerage under the Mortgage Brokerages, Lenders and Administrators Act, 2006 (the "MBLAA") and is regulated by the Financial Services Regulatory Authority of Ontario ("FSRA"). We are committed to providing our clients with fair, transparent, and professional service.
If you have a concern or complaint about the services provided by Newcastle Financial, one of our mortgage brokers, or agents, this document explains how to submit your complaint, how we will handle it, the timelines you can expect, and your rights to escalate unresolved complaints to FSRA.
1. How to Submit a Complaint
You may submit a complaint to Newcastle Financial using any of the following methods. To assist us in resolving your complaint as efficiently as possible, please include your full name, contact information, a description of your complaint, the name of any broker or agent involved, and any supporting documentation.
What to include in your complaint:
- Your full name, address, and phone number
- The name of the mortgage broker or agent involved
- A clear description of your concern and the outcome you are seeking
- Relevant dates and any reference or file numbers
- Copies of any supporting documents (correspondence, agreements, etc.)
2. Our Complaint Resolution Process
We take all complaints seriously and are committed to addressing them fairly and promptly. Our complaint handling process follows the steps below:
Acknowledgement
Upon receipt of your complaint, Newcastle Financial will send you a written acknowledgement confirming we have received your complaint and the name of the individual responsible for handling it. Complaints submitted by phone will be documented by our team; we may follow up to confirm details in writing to ensure an accurate record.
Review & Investigation
A designated complaints officer will conduct a thorough review of your complaint. This includes reviewing all relevant documentation, speaking with the broker or agent involved, and gathering any other information necessary to fully understand and assess your concern.
Written Response
Upon completion of our review, we will provide you with a written final response outlining our findings, the steps taken to investigate your complaint, and our proposed resolution or the reasons why we were unable to resolve the complaint as you requested.
Resolution or Escalation Information
If your complaint is resolved to your satisfaction, we will document the resolution. If you remain dissatisfied with our response, we will inform you in writing of your right to escalate the complaint to FSRA and provide you with FSRA's contact information.
3. Response Timelines
Newcastle Financial is committed to resolving complaints in a timely manner. The following timelines apply:
| Milestone | Timeline |
|---|---|
| Written acknowledgement of your complaint | Within 5 business days of receipt |
| Interim update (if investigation is ongoing) | Within 30 calendar days of receipt, if a final response is not yet available |
| Final written response | Within 90 calendar days of receipt of the complaint |
All timelines begin from the date we receive your written complaint. Complex matters may require additional time; in such cases, we will keep you informed of our progress.
4. Escalating an Unresolved Complaint to FSRA
If you are not satisfied with our final response, or if 90 calendar days have passed since you submitted your complaint and you have not received a final response, you have the right to escalate your complaint directly to the Financial Services Regulatory Authority of Ontario (FSRA).
FSRA is the provincial regulator responsible for overseeing mortgage brokerages, brokers, agents, and administrators in Ontario under the Mortgage Brokerages, Lenders and Administrators Act, 2006. FSRA has the authority to investigate complaints and, where appropriate, take regulatory action.
FSRA Contact Information
Mailing Address
Financial Services Regulatory Authority of Ontario25 Sheppard Avenue West, Suite 100
Toronto, Ontario M2N 6S6
When contacting FSRA, you will generally be asked to provide a copy of your written complaint, any correspondence with Newcastle Financial, and our final response (if received). Filing a complaint with FSRA does not affect your right to pursue other legal remedies available to you.
5. Record Keeping
Newcastle Financial maintains records of all complaints received, including the nature of the complaint, the actions taken, and the resolution. These records are retained in accordance with our obligations under the MBLAA and FSRA regulations.
Newcastle Financial — Complaints Officer
All complaints should be directed to the Principal Broker.
Complaints Officer
Amit Mistry
Principal Broker
Brokerage
Newcastle Financial Corporation
FSRA Licence
No. ON-M18002315
Phone
(647) 646-6523Address
112 Avenue RoadToronto, Ontario M5R 2H4
This complaint handling process is maintained in accordance with the Mortgage Brokerages, Lenders and Administrators Act, 2006 and FSRA's requirements for mortgage brokerages licensed in Ontario. Last reviewed: February 2026.