Tye filed a complaint against a realtor with the BC Financial Services Authority (BCFSA) and nearly two years later, he received a response advising him that his concern was outside the BCFSA’s jurisdiction, and it could not look into the matter. Frustrated by the two-year delay and by the lack of explanation in the letter he received, Tye contacted our office.

Our office was concerned about the adequacy of the reasons provided to Tye about the BCFSA’s decision not to investigate his complaint. The BCFSA acknowledged that its letter to Tye was indeed insufficient and apologized for the oversight. The BCFSA provided Tye with another letter that included additional reasons for its decision.

As a result of our investigation, the BCFSA also agreed to update its template letters to ensure that staff adequately summarize the issues raised by a complaint, clearly articulate the decision and importantly, provide clear reasons for its decision, including and if applicable, the relevant law, regulation, policy or rules.