Send your concern to the brokerage
Email info@elevatemortgages.co with the subject “Complaint — attention: complaints handling representative”, or write to Elevate Mortgages Inc., operating as AKAL Elevate Mortgages, 238 Britannia Rd E, Mississauga, ON L4Z 1S6. Ask for the name of the designated person handling your complaint. For help contacting the brokerage, call (647) 526-7533 in Ontario or (368) 550-3168 in Alberta.
What to include
Include your name, preferred contact method, the relevant dates, the nature of the concern and the resolution you are seeking. Keep a copy. Do not include a SIN, account password, payment-card information or financial documents in the website form. Ask for a suitable way to supply supporting documents.
Ontario complaints
FSRA requires a designated complaints handler and a written response to written complaints within a reasonable timeframe. The response must explain the proposed resolution and the option of escalating applicable unresolved regulatory concerns to FSRA. Ask the brokerage for its written response or final position letter.
Regulatory escalation
For Ontario mortgage-brokering concerns, consult FSRA’s complaint process. For Alberta conduct or licensing concerns, consult RECA. These processes have different scopes; a regulator complaint does not guarantee compensation or replace legal advice. You may seek independent advice about contractual rights and deadlines.