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 logged into the LogicGate Complaints Portal.


Log Complaints If:

  • Customer expresses dissatisfaction regarding any topic with Fairway Servicing or with Fairway Servicing transferring their loan to the new Servicer/Subservicer
  • Loan officer states or implies the customer is dissatisfied regarding any topic with Fairway Servicing or with Fairway transferring their loan to the new Servicer/Subservicer
  • Customer expresses dissatisfaction regarding a Servicing error at their new Servicer/Subservicer resulting from an error caused by Fairway prior to or at the time of transfer 
  • Loan officer states or implies the customer is dissatisfied regarding a Servicing error at their new Servicer/Subservicer resulting from an error caused by Fairway prior to or at the time of transfer
  • Loan officer expresses dissatisfaction on behalf of the customer and customer communication expresses dissatisfaction
  • Loan officer expresses dissatisfaction on behalf of the customer and Fairway Servicing is unable to fully or clearly determine if the customer is dissatisfied


Do Not Log Complaints If:

  • Loan officer expresses dissatisfaction and it is clear the customer is not dissatisfied or upset
  • Loan officer and/or customer express dissatisfaction regarding their new Servicer/Subservicer not relating to a Servicing error cause by Fairway prior to or at the time of transfer
  • Loan officer and/or customer requests an error be corrected but do not express dissatisfaction