Protection
Planiprêt and its mortgage brokers are regulated by the Autorité des marchés financiers (AMF), under the law on the distribution of financial products and services (LDPSF). Our mandate is to support the client in the search for a mortgage product suited to their needs. We offer our services with professionalism and discretion.
Autorité des marchés financiers ( AMF)
You will find in this section the legal notices published by Planiprêt concerning its website, its trademark and its jurisdiction.
Legal Notices
Clients who wish to file a complaint with Planiprêt must send their complaint to our head office by calling administration at 1-877-491-5574 and asking to speak with the President and Chief Operating Officer, Gilles Bouillon, or by email at gbouillon@planipret.com. For this reason, we invite customers to make their complaint in writing, by sending us a letter or email, whenever possible. If they have difficulty putting it in writing, they can let us know and we will assist them through the process. For reasons of confidentiality, we will only render communications directly to the customer or the person expressly authorized, in writing, by the client.
To understand our full policy on the treatment of complaints, please click here.
At Planiprêt, we have implemented a policy to ensure free, fair, and effective handling of complaints received from our clients. This policy also aims to continuously improve the quality of our services.
A complaint expresses dissatisfaction or reproach regarding our services or products, along with an expectation that corrective measures will be taken.
Examples include:
A request for correction or compensation;
Reporting actual or potential harm;
A request for corrective action following an error.
Clients can submit a complaint:
Directly to one of our representatives;
By phone, email, or mail;
By completing the AMF complaint form, available here: https://lautorite.qc.ca
We can assist you in filing your complaint if needed.
425 Mathers Avenue, Suite 102
St-Eustache, QC J7P 4C1
Phone: 450-491-4554 Email: info@planipret.com
We acknowledge receipt of your complaint within 10 days and inform you of the expected response time and your right to request a review by the AMF.
We objectively analyze your complaint. The responsible person may contact you to clarify certain points or obtain more information.
You will receive a written final response within 60 days, or up to 90 days in exceptional circumstances. This response will include:
A summary of the complaint;
Our analysis and reasoning;
If applicable, a settlement offer;
A mention of your right to request a review by the AMF.
If you are not satisfied with our decision, you may request that your file be transferred to the AMF, which can offer dispute resolution services. We will send your file to the AMF within 15 days of your request.
Some complaints may be resolved quickly (within 20 days) to your satisfaction, without a formal written response. In such cases, you will be verbally informed of the proposed solution and your right to request a review by the AMF.
You can obtain a full copy of Planiprêt’s complaint handling policy, free of charge, in paper or electronic format, by requesting it via phone or email using the contact details above.
In addition to receiving the information, you will have access to our calculators, our rates and our contact information.
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