In order to comply with the regulations of the Financial Services and Products Distribution sector, we have established this complaint handling policy to ensure proper follow-up of complaints received by Apoint Hypothèque. This policy aims to outline the receipt and transmission of the complaint file to the Autorité des marchés financiers (AMF).


Complaint’s responsible:

The person responsible for the application of this policy, Simon Lupien, responsible officer of the firm, acts as a respondent to the AMF. He ensures staff training, raises their awareness on this subject and is responsible for providing them with all the information necessary to comply with the company’s complaint handling policy.

Additional Responsibilities:

  • Send an acknowledgment to the complainant
  • Send the complaint file to the AMF
  • Maintain an up-to-date complaints register
  • Send an annual complaint report to the AMF



The following are the different elements that constitute a complaint for the purposes of this policy:

  • A reproach made to Apoint Hypothèque or a member of its team
  • Damage suffered by a consumer
  • The claim for corrective action.
The complaint must also contain the following:
  • A text mentioning the subject of the complaint
  • The name of the mortgage broker or lender concerned
  • The reasons and consequences of this complaint
  • Complainant’s contact details

To be admissible, a complaint must be made in writing, by the complainant, either by using the form below or by sending the complaint by mail to the following address:

200-188 chemin Saint-Francois-Xavier Delson, QC J5B 1X9


Delay of treatment

Following receipt of the complaint, our manager will contact you within 10 working days. However, if the complainant is dissatisfied with the handling of his complaint or its outcome, he may request that his file be examined by the AMF, which will then take charge of the file and may recommend consolidation or mediation.