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A free scan shows the junk files, broken settings and background clutter dragging Windows down - then fixes them in one click.Free scan · Windows 10 & 11First, verify the broker’s licence and the brokerage’s licence in the regulator’s current register. Then contact the lender and brokerage through independently verified channels to identify who is handling your file and whether any rate-lock, document, financing or closing deadline is at risk. Preserve every application and payment record, use the regulator’s complaint process for suspected misconduct, and obtain independent legal advice if fees, losses or contract rights are disputed.
A suspension or revocation does not have one universal effect. The result depends on the jurisdiction, the regulator’s order, whether the individual or brokerage is affected, and where your mortgage is in the process. Ontario and United States procedures below are examples, not rules that automatically apply elsewhere.
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What a suspended or revoked licence means for your mortgage
A mortgage broker’s licence authorizes regulated mortgage activity only while it is valid and subject to its conditions. A suspension generally pauses that authority for a defined period or until specified conditions are met. A revocation removes the licence under the regulator’s order. The legal consequences, including whether and how an existing application may be transferred, are jurisdiction-specific.
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A regulator’s status decision also does not automatically decide whether your loan will close, whether a fee is refundable, or whether a signed commitment remains enforceable. Those questions may involve the lender, your contract and local law.
Do these things first
- Verify the current status. Search the official regulator register for the broker’s exact legal name and the brokerage’s exact legal name. Record licence numbers, status, effective dates and any conditions. Do not rely on a screenshot, an old announcement or a search-engine snippet.
- Confirm the notice. If the register is unclear, contact the regulator using contact details on its official website. Ask whether the order is current and what activities, if any, remain permitted. A historical enforcement notice is not proof of a person’s status today.
- Call the lender independently. Use the lender’s official website, an existing statement, or another contact route you already trust. Ask whether the application is in its system, who is authorized to communicate or arrange the mortgage now, whether documents or fees are outstanding, and whether a rate-lock, financing condition or closing date is approaching.
- Contact the brokerage through verified details. Request a written explanation of who has custody of the file and how another licensed professional will handle communications, if applicable. Do not send money or sensitive documents to a new email address or phone number until you have verified it independently.
- Secure your records. Download or copy the application, disclosures, commitment or offer, fee agreement, receipts, emails, text messages, lender instructions and the regulator’s status page or order. Keep originals and make a dated note of every call, including the person’s name and promised next step.
These communication and recordkeeping steps are practical safeguards. The official material reviewed does not establish one universal lender procedure or a general retention period for every jurisdiction.
Check both licences in the official register
United States
The Consumer Financial Protection Bureau (CFPB) says consumers can use the free Nationwide Mortgage Licensing System & Registry (NMLS) Consumer Access service to see whether a financial-services company or professional is authorized in a state. The CFPB also directs consumers to the appropriate state regulator for disciplinary orders. A state’s order controls the broker’s authority; the CFPB’s general guidance does not determine how a particular state treats an existing loan file.
Search the individual and company separately. Match the legal name and state, and review any disciplinary information, restrictions or expiration dates. If the NMLS entry and the broker’s explanation conflict, ask the state regulator to clarify before paying a fee or providing additional documents.
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Ontario, Canada
The Financial Services Regulatory Authority of Ontario (FSRA) maintains a public registry and licenses mortgage brokerages, brokers, agents and administrators. Search the person and the brokerage, then read the licence status and conditions. FSRA’s consumer guidance tells borrowers to verify licensing rather than assume that someone who previously arranged a mortgage remains authorized.
Ontario’s Mortgage Brokerages, Lenders and Administrators Act, 2006 states that a licensee whose licence is suspended is not authorized during the suspension to carry on the relevant mortgage business in Ontario. The statute also provides for a broker’s or agent’s licence to be suspended when the specified brokerage’s licence is suspended, surrendered or revoked, subject to the statutory conditions for ending that suspension.
In an April 11, 2024 announcement, FSRA said that principal brokers, brokers and agents cannot deal in mortgages in Ontario if their brokerage’s licence is revoked. The announcement reported 29 brokerage licences revoked in that enforcement action; that historical count is not a current risk estimate and does not establish any particular broker’s status. Use the live registry for the transaction in front of you.
Protect an application that is already in progress
Ask the lender for a file-level answer
A lender, not the broker, can tell you whether it has received and assessed your application. Ask for the name and role of the person now authorized to communicate with you, a list of missing documents, the status of underwriting and appraisal, and every date that could affect the transaction. Confirm whether a rate-lock or financing condition expires and whether the closing date requires an extension.
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Ask the lender to send instructions in writing through its established portal or verified email domain. If the lender says it cannot discuss the file with you, ask what authorization or identification it needs. Keep the lender’s reference number and the direct department contact in your records.
Do not assume a replacement or automatic transfer
A brokerage may be able to assign work to another properly licensed professional, but the reviewed official sources do not establish an automatic transfer process. The lender may require a new authorization, updated disclosures or direct communication. Obtain the arrangement in writing and confirm the replacement professional’s licence independently.
Watch deadlines without creating new risk
List the next document deadline, financing condition, rate-lock expiry, appraisal requirement and closing date. Tell your lawyer, closing professional or seller’s representative promptly if a lender confirms that a deadline is at risk. Do not allow urgency to push you into sending funds or identity documents to unverified contacts.
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Keep a chronological file containing:
- the signed application, disclosures, commitment, offer and other loan documents;
- fee agreements, invoices, cancelled cheques, transfers and receipts;
- emails, text messages, portal messages and voicemail records;
- the lender’s instructions, status updates and requests for documents;
- the regulator’s register entry, order, notice or correspondence; and
- a call log showing dates, names, phone numbers and what each person said.
Preserve the original electronic files and export messages where possible. Do not edit a document to “clean it up”; annotate a copy separately if you need to explain what happened. This is practical evidence preservation, not a statutory retention rule that applies everywhere.
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Use the right complaint route
United States complaints
For licensing or disciplinary information, contact the state regulator that oversees the broker or brokerage. The CFPB says a borrower with a problem may submit a complaint online or by telephone at (855) 411-2372. Describe the timeline, identify the company and individual, attach relevant records and state the specific resolution you are seeking. A CFPB complaint does not replace a state licensing investigation or a court claim.
Ontario complaints
FSRA tells consumers to complain first to the mortgage brokerage. If the issue is not resolved, submit a complaint to FSRA. FSRA says it reviews complaints with the consumer’s consent and may take regulatory action when there is sufficient supporting evidence.
FSRA also states that it cannot force a brokerage to meet a consumer’s demand, settle a contractual dispute, provide compensation or recover funds on the consumer’s behalf. A regulatory complaint can report conduct and support enforcement, but it is not a guaranteed refund process.
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What to include
- the broker’s and brokerage’s legal names and licence numbers;
- dates and amounts of fees or transfers;
- the promised service and what actually occurred;
- copies of contracts, messages and lender communications; and
- the practical harm, such as a missed deadline, disputed charge or lost funds.
Send only copies when possible, redact unrelated personal information, and follow the regulator’s secure-submission instructions.
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Know when to hire an independent lawyer
Obtain advice from a lawyer who is independent of the broker and brokerage if money is missing, fees or penalties are disputed, you suspect misrepresentation, a lender threatens enforcement, or you are unsure what a signed commitment requires. Ask for advice in the jurisdiction governing the transaction and provide the complete record, including the licence order and payment evidence.
FSRA specifically advises independent legal counsel for suspicious fees, penalties or charges and says it cannot provide legal advice or recover funds. That statement describes FSRA’s role; it is not a universal description of every regulator’s powers. A lawyer can assess contract remedies, limitation periods, urgent court relief and communications with the lender.
Suspension versus revocation: questions to ask
| Issue | Suspension | Revocation |
|---|---|---|
| Licence status | Authority is paused under the regulator’s order, often with an effective date and possible conditions for reinstatement. | The licence is withdrawn under the order; any future authorization normally requires a new application or other process set by local law. |
| Can the person act? | Do not assume any mortgage activity is allowed. Read the order and confirm with the regulator. | Do not assume the person or firm can arrange new business. Confirm whether any limited activity is permitted for existing files. |
| Effect on the brokerage or associates | Some jurisdictions link an individual’s status to the specified brokerage’s status. | A revoked brokerage may prevent its principal broker, brokers and agents from dealing in mortgages, as FSRA described for Ontario. |
| Effect on your contract | The licence order does not by itself answer whether your agreement, fee or lender commitment remains enforceable. | Contract and compensation questions may require the lender, a court or independent legal advice. |
The table describes the distinctions that commonly matter to a borrower; local legislation and the exact order control the legal result.
Can your mortgage still close?
Sometimes a lender can continue processing a file directly or through another authorized professional; sometimes missing information, an expired rate-lock or a regulatory restriction creates a delay. No reviewed source establishes a universal outcome. Ask the lender for a written, file-specific answer and identify any action required from you before the next deadline.
Do not cancel a purchase, sign a replacement agreement, stop making a required payment or send a second fee solely because a broker says the licence has changed. Get the lender’s and, where necessary, your lawyer’s advice on the document or obligation involved.
Quick Recap
Common mistakes and safer alternatives
- Relying on an old announcement: check the live register and effective date instead.
- Checking only the individual: search the brokerage because its status can affect associated professionals.
- Using a new contact supplied in an unexpected message: verify it through the lender’s or brokerage’s established channel.
- Assuming a regulator will recover money: ask about the regulator’s authority and obtain legal advice about recovery.
- Waiting until closing week: contact the lender as soon as you learn of the licence issue and document every deadline.
- Sending originals: provide copies and retain the originals unless a verified legal or lender process requires otherwise.
A concise decision checklist
- Identify the regulator and search both licences.
- Save the status entry, order and effective dates.
- Call the lender using independently verified contact information.
- Obtain a written file status, responsible contact and deadline list.
- Verify any replacement broker before sharing information or money.
- Preserve contracts, disclosures, communications and payment evidence.
- Complain to the appropriate regulator when conduct appears improper.
- Consult independent counsel for disputed money, misrepresentation, enforcement threats or contract uncertainty.
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