In our many years of serving customers, we have found that on occasion, issues can arise. We have also discovered that most issues are, generally speaking, a result of either a miscommunication, or a lack of communication.
Whatever the case may be, we are committed to providing high-quality service to each person we are privileged to serve. For the quickest resolution to an issue, we ask that you first speak to the representative that you dealt with. If, however, you remain dissatisfied, we have a dedicated team who will act quickly to make sure your complaint is given to the appropriate manager and investigated fully.
If you wish to complain about the advice or service you have received from us, you can write to the address below or submit the from below:
What information do we need?
In order to help us resolve your complaint as quickly and efficiently as possible, we will need the following information:
We will aim to contact you as soon as possible about your complaint. If we need to make further inquiries we will provide a written acknowledgment of your complaint, and give you details of who is handling your complaint and how to contact them.
We look forward to working with you to reach an agreeable resolution to your issue.
CONSUMERS WISHING TO FILE A COMPLAINT AGAINST A MORTGAGE BANKER OR A LICENSED MORTGAGE BANKER RESIDENTIAL MORTGAGE LOAN ORIGINATOR SHOULD COMPLETE AND SEND A COMPLAINT FORM TO THE TEXAS DEPARTMENT OF SAVINGS AND MORTGAGE LENDING, 2601 NORTH LAMAR, SUITE 201, AUSTIN, TEXAS 78705. COMPLAINT FORMS AND INSTRUCTIONS MAY BE OBTAINED FROM THE DEPARTMENT’S WEBSITE AT WWW.SML.TEXAS.GOV. A TOLL-FREE CONSUMER HOTLINE IS AVAILABLE AT 1-877-276-5550.
THE DEPARTMENT MAINTAINS A RECOVERY FUND TO MAKE PAYMENTS OF CERTAIN ACTUAL OUT OF POCKET DAMAGES SUSTAINED BY BORROWERS CAUSED BY ACTS OF LICENSED MORTGAGE BANKER RESIDENTIAL MORTGAGE LOAN ORIGINATORS. A WRITTEN APPLICATION FOR REIMBURSEMENT FROM THE RECOVERY FUND MUST BE FILED WITH AND INVESTIGATED BY THE DEPARTMENT PRIOR TO THE PAYMENT OF A CLAIM. FOR MORE INFORMATION ABOUT THE RECOVERY FUND, PLEASE CONSULT THE DEPARTMENT’S WEBSITE AT WWW.SML.TEXAS.GOV.