Complaints process
We take concerns seriously and respond quickly. Here is how to reach us and what to expect.
If something went wrong, we want to fix it. Start by reaching out to your broker or our support team so we can resolve the issue promptly.
Step 1 — Contact us
Send a message through the dashboard or email info@pragmatic.mortgage with details of your concern. We will acknowledge receipt within two business days.
Step 2 — Review and response
Our management team reviews the issue, gathers any relevant documentation, and proposes a resolution. We aim to resolve complaints within 10 business days.
Step 3 — Escalation
If you are not satisfied with our response, you may escalate directly to the relevant provincial mortgage broker regulator. We are licensed in British Columbia (BCFSA brokerage license X301089) and Alberta (RECA). Use the contact below for your province:
- British Columbia (BCFSA): https://www.bcfsa.ca/contact-us/file-a-complaint
- Alberta (RECA): https://www.reca.ca/consumers/tools-resources/file-a-complaint/
If your broker is named on a specific file and you would like to verify the broker-level licence number before escalating, our broker directory and licensing page link to the public BCFSA and RECA registries.