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Complaints process

Complaints process

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When BCFSA receives a complaint about a real estate or mortgage licensee, real estate developer, financial institution, or unlicensed activity, we assess the information provided to determine next steps. While not every concern will proceed to an investigation, we review and respond to all complaints we receive.

What happens when you make a complaint to BCFSA?

  1. BCFSA confirms that it has received your complaint.
  2. BCFSA reviews your complaint to determine if it has the authority and enough evidence for further investigation. The investigator may contact you to ask for more information.
  3. If your complaint is within BCFSA’s authority and there is sufficient evidence to proceed, the complaint is assessed for risk and assigned a priority. Serious complaints may be escalated and immediately assigned to an investigator.

  • BCFSA is unable to investigate complaints outside of its authority, or without evidence. In these cases, BCFSA will notify you that the file is closed. Further, not all complaints meet the threshold for an investigation, and in these cases BCFSA may close the file and retain the information from these complaints to help support monitoring of regulatory risks.

How does BCFSA investigate complaints?

  1. BCFSA will notify you that the complaint has been escalated to an investigation.
  2. The investigator may ask for further documentation or information and may contact other parties or witnesses.
  3. The investigator prepares an investigation report and makes a recommendation to close the file or refer it for enforcement action.

How does BCFSA resolve complaints?

  1. BCFSA resolves complaints in different ways, depending on the level of risk and information available. This may include working with the licensee to resolve the issue, entering a formal agreement to comply with regulation, taking disciplinary actions, or closing the file with no further action.
  2. Disciplinary action may include a letter of advisement or warning, a monetary penalty, or BCFSA may suspend, cancel, or revoke a business authorization, licence, or registration.
  3. In cases of serious contraventions, formal action may include a disciplinary hearing. You may be asked to attend the hearing as a witness. All witnesses may be examined or cross-examined. BCFSA will have a lawyer in attendance at a formal hearing, but if you wish, you can also choose to be represented by a lawyer at the hearing.
  4. Once the complaint is resolved, you will be notified. If formal disciplinary action was taken, the decision will be published to the BCFSA website.

Read more about our complaints process in BCFSA’s Complaints Report:

2024/2025 Complaints Report (will open in a new tab)

  • If you are not satisfied with the resolution of a complaint

    A complainant cannot appeal a decision by BCFSA. If a complaint is closed administratively because not enough evidence was available to support further investigation, a complainant can resubmit their complaint if they are able to obtain more evidence.

    A complainant who believes that BCFSA’s investigation or discipline process has not dealt fairly with their complaint may contact the Office of the Ombudsperson:

    Phone: 1 (800) 567-3247
    Address: 947 Fort Street, PO Box 9039 Stn Prov Govt,
    Victoria, BC V8W 9A5

    info@bcombudsperson.ca
    www.bcombudsperson.ca