Alison contacted us to tell us she had filed a complaint about her realtor with the BC Financial Services Authority (BCFSA) but had not received a response. We investigated and determined that Alison’s complaint had been screened in and was pending assignment to an investigator. Staff at BCFSA told us the delay was due to an increase in complaint volumes due to the pandemic, as well as the recent transfer of operations of the Real Estate Council of BC to the BCFSA.

As a result of our investigation, BCFSA agreed to reestablish contact with Alison, provide her with an update on the status of her complaint and assign a contact person to her file. BCFSA staff also confirmed they were making efforts to expedite investigations to address their current backlog.