Customer Complaint Policy
Home Financial Group takes every customer complaint seriously and is committed to fair, prompt resolution.
Our Complaint Resolution Process
Home Financial Group responds immediately to all customer complaints and investigates each matter promptly and thoroughly. Every complaint is taken seriously and handled with the utmost professionalism.
Documentation & Logging
Every complaint is documented and logged into our records immediately upon receipt. All complaints are maintained in a dedicated complaint binder alongside quality control files.
Customer Complaint Officer Review
All complaints are forwarded to our Customer Complaint Officer, Medardo F. Cevallos, for review, investigation, and resolution.
Investigation & Response
We investigate each complaint thoroughly and provide a written response within 30 days of receipt. Our goal is to resolve every complaint as quickly and fairly as possible.
Board Review
All complaints and their resolutions are reviewed during Board meetings to ensure continuous improvement and compliance with company policies.
Home Financial Group is committed to full compliance with all applicable federal and state regulations, including consumer protection laws, fair lending practices, and civil rights statutes.
How to File a Complaint
Complaints may be filed by phone, email, or written letter. For written complaints, please include the following information to help us investigate and respond effectively:
Written Complaint Should Include
- Your full name
- Your mailing address
- Your phone number
- A detailed description of the issue or complaint
By Phone
(954) 370-4849By Email
info@homefinancialgroup.netBy Mail
Home Financial Group
4303 NE 1st Terrace, Unit 1
Oakland Park, FL 33334
We will provide a written response within 30 days of receiving your complaint.
Unresolved Complaints
If you feel that your complaint has not been satisfactorily resolved, you may file a complaint with the Consumer Financial Protection Bureau (CFPB). The CFPB is a federal agency that helps consumers with financial product and service complaints.
File a Complaint with CFPBVisit consumerfinance.gov/complaint/ to submit a complaint online.
Need Assistance?
Our team is here to help. Contact us with any questions or concerns about your mortgage experience.