Complaint Procedure

1. How to Contact Us

If you have a complaint or concern, please contact us using any of the following methods:

1.1 Phone

1.2 Email

1.3 Mail

1.4 In Person

2. What Information to Provide

To help us investigate and resolve your complaint quickly, please provide:

2.1 Your Contact Information

• Full name
• Current address
• Phone number
• Email address
• Loan application number (if applicable)

2.2 Complaint Details

• Description: Clear description of your concern or complaint
• Date and Time: When the issue occurred
• People Involved: Names of employees you interacted with (if known)
• Documentation: Any relevant documents, emails, or records
• Previous Contact: Details of any previous attempts to resolve the issue

2.3 Desired Resolution

• What would resolve this complaint for you?
• What outcome are you seeking?
• Is there a specific action you'd like us to take?

3. Our Complaint Handling Process

Step 1: Acknowledgment (Within 2 Business Days)

• We will acknowledge receipt of your complaint
• We will assign a complaint reference number
• We will inform you of the next steps
• We will provide contact information for the person handling your complaint

Step 2: Investigation (Within 5-10 Business Days)

• We will thoroughly investigate your complaint
• We may contact you for additional information
• We will review all relevant documentation
• We will interview any employees involved
• We will assess our compliance with policies and regulations

Step 3: Resolution (Within 15 Business Days)

• We will provide you with our findings
• We will explain the steps we've taken or will take
• We will offer a resolution or explanation
• We will document the complaint and resolution

Step 4: Follow-Up (Within 30 Days)

• We will follow up to ensure you're satisfied with the resolution
• We will implement any corrective actions
• We will update our policies or procedures if needed

Complex Complaints

For complex complaints that require extended investigation:

• We will notify you if we need additional time
• We will provide regular updates on our progress
• We will keep you informed throughout the process
• Final response may take up to 30 business days

4. Types of Complaints

We handle all types of complaints, including:

4.1 Service-Related Complaints

• Delays in loan processing
• Poor communication
• Unhelpful or rude staff
• Failure to return calls or emails
• Errors in paperwork or documentation

4.2 Financial Complaints

• Unexpected fees or charges
• Inaccurate rate quotes
• Billing errors
• Refund issues
• Fee disclosure problems

4.3 Discrimination Complaints

• Unfair treatment based on protected characteristics
• Violation of fair lending laws
• Discriminatory practices
• Retaliation for exercising rights

4.4 Privacy Complaints

• Unauthorized disclosure of personal information
• Failure to honor privacy requests
• Data breach concerns
• CCPA rights violations

4.5 Compliance Complaints

• Failure to provide required disclosures
• Violations of lending laws
• Improper business practices
• Regulatory non-compliance

5. Escalation Process

If you're not satisfied with the initial response to your complaint, you can escalate it:

5.1 Internal Escalation

Level 1: Contact your loan officer or the Customer Service team

Level 2: Request to speak with a Customer Service Manager

Level 3: Escalate to the Compliance Officer or Senior Management

Level 4: Final review by Company Owner

5.2 How to Escalate

• Clearly state that you wish to escalate your complaint
• Reference your complaint number
• Explain why you're not satisfied with the previous response
• Provide any additional information or concerns

5.3 Timeline for Escalated Complaints

• Acknowledgment: Within 1 business day
• Review: Within 5-10 business days
• Final Response: Within 15 business days

6. External Complaint Options

If you're unable to resolve your complaint with us, you have the right to file a complaint with external regulatory agencies:

6.1 Consumer Financial Protection Bureau (CFPB)

6.2 California Department of Financial Protection and Innovation (DFPI)

6.3 Federal Trade Commission (FTC)

6.4 Better Business Bureau (BBB)

6.5 Department of Housing and Urban Development (HUD)

7. Your Rights

When filing a complaint, you have the right to:

• Be Heard: Have your complaint taken seriously and investigated thoroughly
• Timely Response: Receive responses within the timeframes outlined above
• Fair Treatment: Be treated with respect and dignity throughout the process
• Non-Retaliation: File a complaint without fear of retaliation
• Privacy: Have your complaint handled confidentially
• Explanation: Receive a clear explanation of our findings and actions
• Escalation: Escalate your complaint if you're not satisfied
• External Review: File complaints with regulatory agencies
• Legal Counsel: Consult with an attorney

8. What We Will NOT Do

We will not:

• Retaliate against you for filing a complaint
• Deny you services because you filed a complaint
• Charge different fees or rates because you complained
• Discriminate against you in any way
• Share your complaint with unauthorized parties
• Ignore or dismiss your concerns

9. Record Keeping

We maintain records of all complaints, including:

• Date and method of complaint receipt
• Nature of the complaint
• Steps taken to investigate
• Resolution provided
• Date of final response
• Follow-up actions taken

Complaint records are retained for at least 5 years as required by law.

10. Continuous Improvement

We use complaints as opportunities to improve:

• We analyze complaint trends to identify systemic issues
• We implement corrective actions to prevent future problems
• We train staff based on complaint feedback
• We update policies and procedures as needed
• We regularly review our complaint handling process

11. Additional Resources

11.1 Consumer Resources

For general consumer information:

• CFPB Consumer Tools: www.consumerfinance.gov
• HUD Housing Counseling: 1-800-569-4287 or www.hud.gov/counseling
• National Foundation for Credit Counseling: www.nfcc.org

11.2 Legal Assistance

If you need legal advice:

• California State Bar Lawyer Referral Service: 1-866-442-2529
• Legal Aid Organizations: www.lawhelpca.org