Mortgages FAQ

About broker mortgages

Where are B2B Bank’s mortgages offered?

B2B Bank mortgages and lines of credit are available through the broker channel in all Canadian provinces. To learn more about how to get started, contact your Business Development Manager.

What does your suite of mortgage solutions include?

Our full range of solutions is designed to help clients who meet traditional criteria, as well as those with unique circumstances, including:

  • Self-employed individuals who cannot provide standard income documentation to qualify for a traditional conventional or insured mortgage
  • Borrowers with previous credit difficulties that have since been resolved, including discharged bankruptcies
  • People with secondary income
  • Individuals who are seeking to purchase or refinance a marketable property where there is a large equity or down payment position

Learn more about our suite of mortgage solutions.

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The application process

How do I submit my mortgage deals to B2B Bank?

After you’ve assessed your client's needs, use our upfront document checklist and to ensure all necessary documents are included in your submission. Then, email the checklist along with the documents to

Once all are received, we will begin underwriting your file. 

What documentation do you require if my client's mortgage is approved?

Once approved, your client(s) will need to supply us with the lawyer’s name, address, fax and telephone numbers and any additional documents requested by the underwriter.

Which documents do you accept eSignatures on?

To serve you better, we accept eSignatures1 on the following documents:

  • Mortgage Commitment Letter2
  • Appendix for Co-Borrower Disclosure
  • Down Payment Gift Letter
  • Mortgage Application
  • Consent Form
  • Employment Letter
  • Declaration of Income & Expenses
  • Purchase and Sale Agreement3

1. B2B Bank reserves the right to ask for a wet signature in certain circumstances or when required by law.

2. We will accept the initial mortgage commitment letter with an eSignature, however, the final mortgage commitment letter will require a wet ink signature signed at the Lawyer’s office or with a First Canadian Title representative.

3. eSignatures were previously accepted by B2B Bank for Purchase and Sale Agreements.

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Account statements

What kind of statements will my clients receive?

B2B Bank issues annual statements to mortgage clients. These statements detail all payments throughout the year and include specific information on the current interest rate, opening and closing balances and the breakdown between principal and interest payments.

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Do you have a referral fee program? If so, how does it work?

Yes, we have a program that compensates brokers on mortgage applications that are advanced by B2B Bank. These one-time fees are paid on the funded value of the mortgage. Contact your Business Development Manager.

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For more information

Who does my client contact for service after their mortgage is funded?

Our dedicated team of client service representatives can respond to all your clients’ inquiries. They can be reached by calling 1‑800‑263‑8349.

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Mortgage relief

What should I consider about my financial situation before seeking mortgage payment relief?

It’s important to understand the impact of mortgage payment relief options.  A good first step is to assess your financial situation. The Government of Canada website has helpful tips on managing your financial health.

I am experiencing or continue to experience financial hardship. How can I request mortgage payment relief?

Please contact our customer service department at 1-800-263-8349 and we will be happy to discuss relief options that suit your unique financial situation.  

We assess each customer’s financial situation and tailor financial assistance to suit individual needs which may result in longer call times for our customer service department.  We appreciate your patience while waiting to speak to a customer service representative. 

Who can qualify for mortgage relief?

Programs in place are to support clients who are experiencing financial hardship. They are not intended for clients who are still able to manage their financial obligations. If your clients can manage their regular payments, they should be encouraged to do so.

How do I or my client apply for mortgage payment relief?

If after assessing you or your client’s financial health it is clear that further financial relief is needed, we are here to assist you or your client with the relief option that fits you or your client’s unique financial situation.  Please contact us at 1-800-263-8349 to discuss mortgage relief options that may be available to you or your client. 


If my client exercises the option to defer their mortgage payment, is my client still responsible for the full payment amount? What is the impact to my client’s mortgage payments when payments resume?
  • Mortgage deferral means that principal payments and interest are skipped for a defined period of time.
  • A payment deferral is not payment forgiveness and your client will have to pay back the amount you defer, plus interest.
  • The interest during the deferral period will be added to the outstanding balance of the mortgage and the total mortgage cost will increase as a result.
  • The interest on your client’s deferred payments is incorporated into their monthly/weekly/bi-weekly/semi-monthly mortgage payment, either when payments resume at the end of the deferral period or upon renewal at the end of the mortgage’s term. Their mortgage payments will effectively become higher after the deferral period or at renewal of the mortgage.
  • Deferring their mortgage payments may significantly increase their interest costs over the life of the mortgage, so it's important to carefully evaluate their financial situation and priorities before exercising this option.
I chose to defer my mortgage payments but no longer need assistance as my financial situation has improved. Can I cancel my mortgage payment deferral?

Yes, we encourage you to cancel your mortgage payment deferral if your financial health has improved.  If you are able to make your mortgage payments, it is best to do so as this will minimize financial impacts. 

To find out how to cancel your mortgage payment deferral, please contact our customer service department at 1-800-263-8349 and they will be happy to assist you with your request.  

How do I minimize the financial impact of a mortgage payment deferral?

It is encouraged, if your financial situation allows for it, to pay back the deferred mortgage payments. Interest accrued during the deferral will otherwise be added to the principal amount of your mortgage and may significantly increase interest costs over the life of your mortgage. 

If you cannot pay back the deferred mortgage payments in full, you can get back on track sooner by exercising your pre-payment privileges which allow you to increase your mortgage payment or make a lump sum payment.  Check your mortgage financing agreement to determine your allowable prepayment privileges.

If the mortgage payment relief option offered to me is a mortgage payment deferral and I choose to take this option, will my credit be impacted by the mortgage payment deferral?

Approved mortgage deferrals are not counted as a missed payment and will not appear on credit reports or impact credit scores.

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Bill - C86

How does the Financial Consumer Protection Framework affect my clients?

The provisions of the Framework are meant to protect all consumers. We will be sending correspondence to all clients to inform them of these changes.

What are the changes under the Financial Consumer Protection Framework?
  1. e-Alerts for home equity lines of credit

    If we have an email address, clients will begin receiving electronic alerts (“e-Alerts”) related to home equity lines of credit. These alerts are triggered when the available credit is less than $100 or another amount that is communicated to us.

    Note: For joint home equity lines of credit, only one designated co-borrower can set the alert level, receive alerts or opt out if they do not wish to receive them.

  2. Complaint resolution

    We have updated our complaint handling process to improve how we address product or service complaints. You must inform clients that this option is available to them and provide our contact information if necessary. The process will be outlined in our updated Complaint Resolution Brochure, which will be available on our website in the coming weeks.

How can my clients change e-Alert amounts?
Clients who wish to set different limit can contact B2B Bank Client Services at 1-800-263-8349.
How can my clients opt out of e-Alerts?
Clients who wish to opt out of e-alerts can choose “unsubscribe” in the e-Alerts email.
How can my clients update/provide their email address to receive e-Alerts?

Clients who wish to receive e-Alerts can send an email to or call 1-800-263-8349.

Note: For joint home equity lines of credit, only one designated co-borrower can set the alert level, receive alerts or opt out if they do not wish to receive them.

Where can I get more information about the Financial Consumer Protection Framework?

You can learn about protections for bank customers from the Financial Consumer Agency of Canada by visiting

How does the Financial Consumer Protection Framework affect me?

Since you are involved in the sale of bank products to consumers, some of the provisions will affect your clients and others will impose new obligations on your business.

What is Bill C-86?

The Federal government has introduced a new Financial Consumer Protection Framework (the “Framework”) to the Bank Act, supported by new regulations.

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Change to Combined Loan Plans impacting the Homeowner’s Kit service agreement

My client has a Homeowner’s Kit. What’s changing?

As of October 31, 2023, new Canadian guidelines will limit the amount clients can use and reuse to a maximum of 65% of their property value without credit approval. This is based on the appraised value of the home on file. Learn more about the new guidelines.

Why are the guidelines changing?

The Office of the Superintendent for Financial Institutions (OSFI) wants to ensure borrowers are protected from the risks of high indebtedness and maintaining a high loan-to-value ratio. For that reason, regulatory expectations of Combined Loan Plans (CLPs), loans with shared equity features, and reverse mortgages are changing. This includes the Homeowner’s Kit.

What if my client needs access to more than 65% of my current loan-to-value (LTV)?

Clients will be able to refinance up to 80% of the new value by submitting a refinance request. It’ll need credit approval and a new appraisal.

My client is already using more than 65% LTV. Does he/she need to pay off the existing balance?

No. Only the available amount on your Homeowner’s Kit will be reduced to 65% loan-to-value if you want to borrow again in the future.

Are there other changes to the Homeowner’s Kit agreement?

No, everything else in the agreement stays the same.

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