Resolving Customer Complaints

As an Eclipse Mortgages homeowner, you deserve outstanding customer service. If you have a complaint, we have a process in place to resolve your feedback.

Person on the phone Person on the phone

Step 1: Talk to Us

Speak to a Mortgage Servicing Representative:

Step 2: Manager or 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 will 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

Mortgage Servicing Centre
P.O. Box 351 STN C
Kitchener, ON N2G 3Y9

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