Legal

Customer Complaint Policy

We take every concern seriously and are committed to resolving issues promptly and fairly.

Emporio Mortgage Group is committed to providing excellent service to all clients. We take all complaints seriously and have established this policy to ensure every concern is addressed professionally, fairly, and in a timely manner.

How to File a Complaint

You may submit a complaint through any of the following channels:

Please provide your full name, contact information, a description of the issue, and any relevant documentation to help us investigate your complaint.

Our Resolution Process

  1. Acknowledgment: We will acknowledge receipt of your complaint within 2 business days.
  2. Investigation: A designated compliance officer will review your complaint thoroughly. We may contact you for additional information during this process.
  3. Resolution: We aim to provide a written response and resolution within 15 business days of receiving your complaint. Complex matters may require additional time, and we will keep you informed.
  4. Follow-up: If you are not satisfied with our resolution, we will escalate the matter to senior management and provide options for further recourse.

External Complaint Options

If you are not satisfied with our resolution, you may also file a complaint with:

Our Commitment

We are dedicated to learning from complaints to continuously improve our services. All complaints are handled confidentially, and no client will face any adverse treatment as a result of filing a complaint in good faith.

Contact

Emporio Mortgage Group — Compliance Department

11981 SW 144 Court, Suite 104, Miami, FL 33186

Phone: (305) 699-5050

NMLS #2859836