How to raise a complaint
Keeper Financial takes client concerns seriously. If you have a complaint about the mortgage services you received from Keeper Financial, one of our mortgage agents, or another representative of the brokerage, please contact us so we can review the matter.
To help us understand and respond to your concern, please include:
- Your full name and contact information
- The name of the mortgage agent or broker involved, if applicable
- A clear description of your concern
- The mortgage service or application involved
- Relevant dates, documents, or communications
- How you would like Keeper Financial to respond
Please do not send your Social Insurance Number, passwords, full banking credentials, complete account numbers, or unnecessary identity documents by email.
Contact information
You may submit a complaint using any of the following methods:
- Email: complaints@keeperfinancial.ca
- Phone: +1 (709) 700-7339
- Mail: 380 Wellington Street, Tower B, 6th Floor, London ON, N6A 5B5
What happens after we receive your complaint
After receiving your complaint, Keeper Financial will review the information provided and may contact you for additional details if needed.
Our review may include:
- Confirming the nature of the concern
- Reviewing relevant records, communications, and application details
- Speaking with the mortgage agent, broker, or staff member involved
- Assessing whether the matter can be resolved directly with you
- Providing a response or next steps once the review is complete
Keeper Financial will use the contact information you provide to communicate with you about the complaint.
If your complaint cannot be resolved directly
If you are not satisfied with Keeper Financial’s response, and your complaint relates to mortgage brokering conduct in Ontario, you may contact the Financial Services Regulatory Authority of Ontario, known as FSRA.
FSRA regulates licensed mortgage brokerages, brokers, agents, and administrators in Ontario. FSRA may review complaints involving potential non-compliance with the Mortgage Brokerages, Lenders and Administrators Act, 2006 and its regulations.
You can learn more or submit a complaint through FSRA’s website.
Important notes
Submitting a complaint does not guarantee a specific outcome, compensation, mortgage approval, rate change, or lender decision. Mortgage approvals, rates, terms, and conditions remain subject to lender review, borrower qualification, product availability, and applicable law.
This page is intended to explain Keeper Financial’s complaint process. It does not limit any legal rights or regulatory options that may be available to you.