Consumer Grievance Policy

We have a policy in place should a consumer have a complaint. You may fill out complaint on our Contact Form and speak to any member of management. The complaint will be routed to the appropriate department and responded to within a few business days. An “in-person” meeting may be offered to you as well.

Every reasonable effort will be undertaken to satisfy the customer’s complaint. A complaint forwarded by a State Department of Banking & Finance will be promptly reviewed and a response provided to the Department within a few weeks of the receipt of the complaint by the company.

Credit Report Issue?

You can go directly to the credit bureaus and apply for a free credit report once a year at www.annualcreditreport.com. If the complaint is about a credit report, you can dispute the inquiry by writing Certified Credit, Avantus Credit or informative Credit. Once a you receive a credit report, you can dispute transactions either by E-mail or by phone with the contact information listed on your report.

Filing a Complaint: Your Step-by-Step Guide

Filing a complaint can often feel overwhelming, especially when dealing with mortgage services. Understanding the process can empower consumers to effectively communicate their grievances and seek resolutions. This guide outlines the necessary steps to ensure your complaint is heard and addressed promptly.

To begin, gather all relevant documentation related to your complaint, including any correspondence with the mortgage company. Clearly outline the issue you are facing and the resolution you seek. This organized approach will facilitate a smoother process when you submit your complaint.

Understanding Your Rights as a Consumer

As a consumer, it is essential to know your rights when dealing with mortgage services. The Consumer Financial Protection Bureau (CFPB) provides guidelines that protect consumers from unfair practices. Familiarizing yourself with these rights can help you advocate for yourself effectively.

For instance, you have the right to receive clear and accurate information about your mortgage terms and the complaint process. Additionally, if your complaint is not resolved satisfactorily, you can escalate it to regulatory bodies for further assistance, ensuring your voice is heard.

Common Mortgage Complaints and How to Address Them

Many consumers encounter similar issues when dealing with mortgage services, such as delays in processing, inaccuracies in billing, or lack of communication. Identifying common complaints can help you understand how to frame your own issues when filing a grievance.

For example, if you experience a delay in your refinancing process, document all interactions and timelines. This evidence will support your case when communicating with the mortgage team or seeking further assistance from regulatory agencies.

Contacting Management for Direct Resolution

If you feel that your complaint is not being adequately addressed, reaching out directly to management can often yield better results. Establishing a direct line of communication may expedite the resolution process and ensure that your concerns are taken seriously.

When contacting management, be concise and professional. Clearly state your complaint, provide any supporting documentation, and express your desired outcome. This approach can demonstrate your seriousness and may prompt quicker action on your issue.