Complaints

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Complaints Definitions
Updated October 2021: Complaint   means any solicited or unsolicited communication, whether written (including email) or oral, from a consumer or someone authorized to act on the consumer’s behalf that expresses a grievance and ...
Interim Call Center Complaints Logging
Information on this page applies to Interim Servicing Customer Experience Contact Center. Scroll Down to View:  When to Log Complaints  When Not to Log Complaints Instructions - Access Interim Call Center Compla...
Servicing 911 - When to Log Complaints
Information on this page applies to Servicing 911. When to Log Complaints In addition to the complaints definitions, Servicing 911 and Fairway Interim Servicing should reference the guide below when determining if a complaint should be l...
Servicing 911 Management - LogicGate Complaints Tracking
Information on this page applies to Servicing 911 Management Only.  Complaints by Servicing911 Team Members are to be logged into the shared spreadsheet.  Management only will use LogicGate. Access LogicGate for Fairway Servicing ...
ServiceMac Complaints Management Presentation
This information is in KnowledgeOwl for storage purposes only and  applies to retained servicing loans serviced by ServiceMac. Do not use this information as a policy, procedure or guideline for interim servicing or transferred servicing l...