CUSTOMER COMPLAINT POLICY
It is the policy of our company to respond to customer complaints, disputes and issues immediately, to
take each complaint seriously, to investigate each complaint however small it is – immediately and to
take remedial actions swiftly.
As soon as a complaint is received, it is documented and is logged into a special log. The
complaint is sent directly to the Customer Complaint Officer or designate, in order to take
action. Our Customer Complaint Officer is Francisco Obregon (firstname.lastname@example.org).
All complaints and records of complaints are kept in a special complaints binder along with all the
Customer Complaint Officer's Quality Control Files and other written policies so employees can easily
access them and use them to provide better customer service. Reports on complaints are reviewed
during the Customer Complaint Officer's meetings with our Board. We are focused on providing
financial products and services to all customers in compliance with all Federal and State regulatory
policies including but not limited to consumer protection, fair lending and civil rights laws.
In the event a complaint needs to be filed with us the complaining entity or person may:
The complaint should be encouraged to be submitted in writing, and should include the following
Response to a complaint sent directly to us will typically be provided before the end of thirty (30) day
period from the date that we received the complaint.
In the event a complaint is not resolved to your satisfaction you may contact the Consumer Financial
Protection Bureau at http://www.consumerfinance.gov/complaint/
Office: (305) 779-8406
Address for traditional letters:
1st Florida Mortgage Lending
10689 N. Kendall Dr, Ste 319
Miami, Florida 33176