Resolving Your Complaint

As an MCAP homeowner you have come to expect a high level of customer service. If you have a complaint regarding our service or policies, we have created a resolution process that is effective and efficient. Every employee who receives a complaint is expected to take ownership and ensure that your issue is resolved quickly.

Step 1 – Talk to Us
Speak to a Mortgage Servicing Representative:

Phone: 1­-800­-265­-2624
Email: service@mcap.com
Fax: 1­-800­-922­-0220

Mail: Mortgage Servicing Centre
PO Box 351 STN C
Kitchener, ON N2G 3Y9

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 the issue

Step 3 – Escalation to a Senior Leader
If your concern remains unresolved, we would ask that you escalate your complaint in writing to the senior leader who is responsible for the resolution of issues impacting our homeowners:

Director, Contact Centre Operations
Email: service@mcap.com
Mail: Mortgage Servicing Centre
PO Box 351 STN C
Kitchener, ON N2G 3Y9

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