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Resolving Customer Complaints

When a Problem Occurs - Let us Help

As an MCAP Client, you deserve outstanding customer service. MCAP recognizes that issues may arise and believe it important to resolve your complaints quickly and accurately with the utmost courtesy. To this end, here is our complaint resolution process. MCAP employees are empowered to take ownership of any complaint they receive and see it through to resolution.

Step 1 – Talk to Us

Talk to a customer service agent.

Alternatively Contact Us By:

Phone: English: 1 800 265 2624, French: 1 888 811 2529
Email: service@mcap.com
Fax: 1 800 922 0220
Mail: Mortgage Servicing Centre, PO Box 351 STN C Kitchener, ON N2G 2Y9

Step 2 – Manager/Escalation Officer

If you feel your concerns are not adequately addressed, you may ask for manager or escalation officer involvement.
To facilitate this, you will be asked to provide the following information:

  • full name
  • mortgage number
  • contact information
  • nature of concern

Note: You can expect a response within 2 business days.

Step 3 – Escalation to a Senior Leader

If your complaint remains unresolved following step 2, you may send your concerns in writing to the senior leader listed below:

Director, Contact Centre Operations

Email: service@mcap.com
Mail:   Mortgage Servicing Centre, PO Box 351 STN C Kitchener, ON N2G 2Y9

Note: You can expect a response within 4 business days

Step 4 – Escalation to MCAP Privacy Officer

If your complaint remains unresolved following step 3, you may send your concerns in writing to MCAP’s Privacy Officer.  The Privacy Officer will conduct a review of your complaint based on fairness, integrity and respect and make a non-binding recommendation in a timely manner.  The Privacy Officer does not investigate certain types of complaints, including:

  • Credit granting policies or risk management decisions of MCAP Corporation
  • Levels of interest rates, service charges or fees that apply to the customer
  • Matters that are already before the court

MCAP does take matters of personal privacy very seriously.  If your complaint is regarding the privacy of personal information and has not be resolved by a Senior Leader, please contact MCAP’s Privacy officer

MCAP Privacy Officer
Suite # 400 200 King Street West
Toronto, ON M5H 3T4
law@mcap.com

Upon completion of review by MCAP’s Privacy Officer, if the above steps fail to resolve your concern to your satisfaction, your issue may be reviewed by the Privacy Commissioner of Canada who you may contact at any time in this process, by writing to:

The Privacy Commissioner of Canada
30 Victoria Street Gatineau, Quebec K1A 1H3
Or by telephone, toll free, at 1 800 282 1376 or by TTY at 1 819 994 6591