Information for Clients on IPC Save’s Complaint Resolution Policy

IPC Save Inc. (Ontario Lic.# 10227)

Any client who submits a complaint to IPC Save Inc. (“IPC Save”) will be treated with respect and dignity and their complaint will be dealt with in good faith. As a general recommendation, we advise clients who have concerns regarding their mortgage to contact their Mortgage Agent to determine if their concern can be easily addressed. If you have a concern which you believe has not been adequately addressed by your Mortgage Agent or your concern is regarding your Mortgage Agent or your Mortgage Agent has been unable to resolve your complaint satisfactorily, you can contact the Compliance Department at IPC Save.

IPC Save’s Policy is to request that all complaints be filed in writing. There may be instances where IPC Save receives a verbal complaint from a client which will warrant the same treatment as a written complaint. However, unless it is totally impractical or there are other compelling reasons not to, clients will normally be advised that we will require their complaint in writing before we can proceed any further.

How to Contact the Compliance Department:

Your concern and supporting documents which will be of assistance to us in reviewing your concerns can be submitted by the following methods:

By Mail To:

IPC Save Inc.

Attn: Compliance Department - Complaint Resolution

700 - 2680 Skymark Avenue

Mississauga, ON

L4W 5L6

By Fax To:

Attn: IPC Save Compliance Department - Complaint Resolution. Our fax number is: (905) 212-9330

By Email To:

ipcsave@ipcc.ca

In accordance with our Complaint Handling Policy, the Compliance Department will acknowledge receipt of your complaint within 5 business days. Within the acknowledgement, you will be provided the name and contact information of the Compliance Officer responsible for handling the complaint as well as other forms depending on the province in which you reside. Please be sure to include your name, address and daytime telephone number in your submission together with the details of your complaint.

Assessing the Complaint:

The Compliance Department will conduct a factual investigation and analysis of the matters specific to the complaint. In order to accomplish this, we will gather information including a written response from your Mortgage Agent addressing the issues raised in the complaint, copies of documentation completed and any other documentation which may be available (notes, e-mails). A Compliance Officer will review all documentation as well as the comments of both the client and Mortgage Agent to assess the merits of the complaint. Additional analysis may be necessary, depending on the nature of the complaint.

Conclusion:

Once the investigation has been completed, a written summary of the investigation which addresses your concerns will be prepared and forwarded to you. Generally this will be completed within 4-6 weeks. In the event that additional time is required, you will be notified in writing.

If you are dissatisfied with our examination of your complaint or the outcome of the examination, you may respond to our letter indicating the issues which you feel were not addressed. In British Columbia, Alberta, Ontario, Quebec and Nova Scotia complaints may also be directed to a provincial regulator. Information regarding the options available to you, should you wish to pursue the matter further, will be provided to you.