Customer Complaint Policy
It is the policy of our company to respond to customer complaints, disputes, and issues immediately. We take every complaint seriously, no matter how small, and are committed to investigating and addressing concerns as quickly as possible.
Once a complaint is received, it is documented and logged into a dedicated complaint log. The issue is then directed immediately to our Customer Complaint Officer (or their designate) for review and action.
All complaints and related documentation are stored in a secure binder along with the Customer Complaint Officer’s Quality Control files and internal policies. These materials are readily available to employees to ensure they have the tools needed to deliver the highest level of customer service.
Complaint reports are regularly reviewed during the Customer Complaint Officer’s meetings with our Board. We are committed to providing financial products and services in full compliance with all Federal and State regulations, including consumer protection, fair lending, and civil rights laws.
To submit a formal complaint, please email info@wcmtg.com with the subject line: Customer Complaint.