nesto is on a mission to offer a positive, empowering and transparent property financing experience, simplified from start to finish.
Customer satisfaction is at the heart of our operations and we work every day to deliver on our mission.
With this in mind, we welcome your feedback, concerns and/or complaints regarding the services you received. Please be assured that your feedback will be taken seriously and that our team will follow up with you to resolve the situation as soon as possible.
As required by law, we must inform you of our mortgage brokerage practices and ensure that we provide you with quality advice tailored to your needs. Pursuant to sections 103 and 146 of the Loi sur la distribution de produits et services financiers relating to complaints and disputes resolution, we want to offer you a simple way to make your complaints and communicate your disagreements when your interactions with our employees have proven ineffective.
We are committed to treating your complaints fairly.
As a first step, we always advise our clients to try to find a solution with the person concerned. However, if you feel that your situation has not been resolved to your satisfaction, you must notify us promptly and share your questions and concerns by completing this online form. The form will be sent electronically to nesto.
We will make it our duty to analyze your situation, examine the facts and recommend an unbiased solution.
Summary of Internal Processing Procedures
- nesto will send you an email acknowledging receipt of your communication.
- The person in charge will review the file and follow up with you directly to find the best solution for your situation.
- We save every complaint in a Registry to this effect. This registry ensures that the necessary actions are taken to prevent future occurrences.
- In the event that the resolution proposed by nesto is not satisfactory, the complainant may request for nesto to transfer the complaint to the regulatory body of the province concerned.