Consumer Grievance Policy

Submitting a complaint

We maintain a process for receiving and reviewing consumer complaints. You may submit a concern through the website contact page, by email, or by telephone and may ask to speak with a member of management.

The complaint will be routed to the appropriate person or department for review. We will make reasonable efforts to acknowledge the concern and provide a response as promptly as practical. When appropriate, a telephone, video, or in-person conversation may be offered.

Our review process

Reasonable efforts will be undertaken to understand and address the consumer’s complaint. Please provide enough information to identify the issue, including relevant dates, the property or transaction involved, and the best way to reach you.

A complaint forwarded by a state banking, financial-services, or mortgage regulator will be reviewed promptly and handled in accordance with applicable response requirements.

Credit-report concerns

Consumers may obtain free credit reports through AnnualCreditReport.com, the federally authorized source for free credit reports. If a concern involves information appearing on a credit report, follow the dispute instructions provided by the applicable credit-reporting company and retain copies of supporting documentation.

Additional consumer resources

Nothing in this policy prevents a consumer from contacting an applicable state or federal regulator. You may also use NMLS Consumer Access to review licensing information for mortgage companies and mortgage professionals.