Step 1 — Submit Your Complaint

You can send your complaint in writing by email, mail, or using the secure online form below:

• 📧 Email: mark@stonefieldmortgage.ca
• 📬 Mail:
  Stonefield Mortgage Administration
  Attn: Complaints Officer
  4-60 Granton Drive
  Richmond Hill, ON L4B 2N6

Please include:

• Your full name and contact details
• A clear description of the issue (include dates, amounts, and people involved)
• Any supporting documents or evidence

Step 2 — Review by Our Complaints Officer

• We will acknowledge your complaint within 5 business days.
• A designated Complaints Officer will review the matter and may contact you for additional information.
• We aim to provide a written response with our proposed resolution as quickly as possible.

Step 3 — If You’re Not Satisfied

If you are not satisfied with our resolution and believe we have breached our legal or regulatory obligations, you may escalate your complaint to our regulator:

Financial Services Regulatory Authority of Ontario (FSRA)
🌐 www.fsrao.ca
📧 contact@fsrao.ca
☎ 1-800-668-0128

Record Keeping

We maintain a record of all written complaints and responses for at least six years, as required by FSRA.