At First National, we want to deliver a responsive and clear resolution to any concerns you might have. If you have a concern or complaint about any of our mortgage products or services, or about the conduct of a First National employee, please contact us through your My Mortgage account (for single family / residential borrowers), or by telephone in the first instance, using one of the following telephone numbers:
- For any single family / residential mortgage product, service or employee matter, please speak to a Customer Care representative at 1.866.635.9925
- For any commercial mortgage product, service or employee matter, please reach out to the commercial team member that you have been working with. If you are unable to reach your commercial team member, you may contact Jeremy Wedgbury, Executive Vice President, Commercial Mortgages, at 416.557.1539
If you remain dissatisfied with the information or resolution you have been provided via telephone, you may formalize your complaint by corresponding with us in writing through your My Mortgage account (for single family / residential borrowers), by facsimile (fax) transmission to 1.866.325.2563, by e-mail at care@firstnational.ca or by regular mail to:
First National Financial LP
16 York Street, Suite 1900
Toronto, Ontario M5J 0E6
Attention: Customer Care
Please ensure you include your full name, mortgage number (if applicable), contact information, including your email address, and details of the complaint in your written communication to us. First National is committed to responding to your complaint in a timely manner, and in writing. We will escalate your concern to an appropriate manager for review and reply, as required by our complaint-handling policy.
A written reply from First National in respect of a complaint may contain instructions regarding your right to further escalation of your complaint to one of our provincial regulators in appropriate circumstances.
Unless exceptional circumstances exist, First National endeavors to provide a final response to all written complaints within 20 days of our receipt of the complaint.