Customer Complaint Policy

Effective May 13, 2026. Level Up Loan Processing is committed to addressing customer complaints, disputes, and concerns promptly and effectively.

How We Handle Complaints

When a complaint is received, it is documented, logged into our internal system, and forwarded to our Customer Complaint Officer (or an authorized representative) for review and handling. We treat every complaint as an opportunity to improve our service.

Records and Review

All complaint materials and related records are kept in a dedicated complaints file, alongside our quality control documents and written policies. These records support staff training and service improvement. Complaint trends are reviewed regularly to identify and address recurring issues.

Compliance Commitment

Level Up Loan Processing offers services that align with all applicable Federal and State regulations covering consumer protection, fair lending, and civil rights. Our complaint handling follows the standards expected of licensed mortgage processing companies.

Submitting a Complaint

To file a complaint or report a concern, contact us using any of the methods below. Please include:

• Your name and best contact method
• A description of the issue, including dates if relevant
• Any reference numbers, file IDs, or supporting documents
• What outcome you are seeking

We will acknowledge your complaint promptly and work toward a resolution.

External Resources

If you are unable to resolve a complaint directly with us, you may also contact:

• Your state's department of financial regulation or banking commission
• The Consumer Financial Protection Bureau (CFPB)
• NMLS Consumer Access for licensing verification and complaint history