At Jay Dacey Mortgage Team, Inc., we are committed to providing every borrower with a respectful, transparent, and well-supported mortgage experience. We take customer concerns seriously and have established the following process to receive, review, and resolve complaints promptly and fairly. If you are dissatisfied with any aspect of your experience with us, we want to hear about it — and we want to make it right.
1. Our Commitment to You
We strive to deliver clear communication, accurate information, and responsive service throughout your loan process. We understand that obtaining or refinancing a mortgage is a significant financial decision, and we want you to feel confident and well-informed at every step. When something falls short of that standard, we treat your complaint as an opportunity to correct the issue, improve our process, and rebuild your trust.
Every complaint we receive is reviewed by a member of our management team. We do not retaliate against any customer, applicant, or borrower for filing a complaint, and the quality of service you receive will not be affected because you raised a concern.
2. How to File a Complaint
You may submit a complaint to us in writing or by phone. To help us review and respond to your concern as efficiently as possible, please include your full name, a callback number or email address, your loan number or property address (if applicable), and a clear description of your concern — including any dates, names, and the outcome you are seeking.
You may file a complaint using any of the following methods:
- Phone: 651-315-7681
- Email: Jay@JayDacey.com
- Mail: Jay Dacey Mortgage Team, Inc., 2862 Middle Street, Little Canada, MN 55117
- In person at our office during regular business hours
3. What to Include in Your Complaint
Providing complete information helps us investigate and respond more quickly. When you file a complaint, please include:
- Your full name and contact information
- Your loan number or the property address associated with your loan (if applicable)
- The name of the loan officer or staff member involved, if you know it
- A description of what happened, including relevant dates
- Any documents or correspondence that relate to your concern
- The resolution or outcome you are seeking
4. How We Handle Your Complaint
When we receive your complaint, we will acknowledge it promptly and assign it to a member of our management team for review. Our review typically includes the following steps:
- Acknowledging receipt of your complaint, usually within two business days
- Reviewing your loan file, communications, and any related records
- Speaking with the staff member(s) involved, when applicable
- Investigating the facts and identifying what may have gone wrong
- Determining an appropriate response or corrective action
- Contacting you to discuss our findings and proposed resolution
5. Response Time
We make every effort to respond to complaints as quickly as possible. In most cases, you can expect a substantive response within fifteen (15) business days of our receipt of your complaint. If we need additional time to investigate — for example, because we are gathering records or coordinating with a third party — we will let you know and provide an estimated timeframe for our response.
6. Escalation Within Our Company
If you are not satisfied with the response you receive, or if your complaint involves the staff member who handled your loan, you may ask that your complaint be escalated to a member of ownership or senior management. You may request an escalation by phone or email using the contact information provided above, and we will ensure your concern is reviewed by someone not directly involved in the original matter.
7. External Complaint Resources
If we are unable to resolve your concern to your satisfaction, or if you would prefer to file a complaint with a regulator, you may contact one or more of the following agencies. These agencies handle complaints about mortgage companies and may be able to assist you directly.
- Consumer Financial Protection Bureau (CFPB): https://www.consumerfinance.gov/complaint/
- CFPB Phone: 1-855-411-CFPB (1-855-411-2372)
- Minnesota Department of Commerce (Residential Mortgage Originator complaints): https://mn.gov/commerce/consumers/consumer-protection/
- NMLS Consumer Access (to verify licensing and file a complaint): https://www.nmlsconsumeraccess.org
- State of Minnesota Office of Attorney General (Consumer Protection): https://www.ag.state.mn.us/Office/Consumer.asp
8. Regulatory and Licensing Information
Jay Dacey Mortgage Team, Inc. is a licensed mortgage company. Our NMLS Company ID is 1812066. We are licensed to originate mortgage loans in the following states: We lend in: Minnesota, Florida, North Dakota, and Wisconsin.
You may verify our licensing, and the licensing of individual loan officers, through the NMLS Consumer Access website. Licensing information is subject to change; please verify current licensing through NMLS Consumer Access before relying on it.
9. Fair Treatment and Non-Discrimination
We handle every complaint fairly and without discrimination. We do not treat any borrower differently because of race, color, religion, national origin, sex, marital status, age, source of income, or any other basis prohibited by applicable law, and we do not tolerate that conduct from anyone acting on our behalf.
Jay Dacey Mortgage Team, Inc. is an Equal Housing Lender. If you believe you have experienced discrimination in connection with a mortgage transaction, you may also file a housing discrimination complaint with the U.S. Department of Housing and Urban Development (HUD) at https://www.hud.gov/program_offices/fair_housing_equal_opp/online-complaint.
10. Confidentiality
We handle your complaint and any information you provide in connection with it confidentially, to the extent permitted by law. Information may be shared internally only with those who need it to investigate and respond to your complaint, and externally only as required by law or as necessary to resolve the matter.
11. Records and Follow-Up
We retain records of complaints and our responses in accordance with applicable federal and state recordkeeping requirements. After we resolve a complaint, we may follow up to confirm that the resolution has been carried out and to make sure you are satisfied with the outcome.
12. Changes to This Policy
We may update this Customer Complaint Policy from time to time. When we do, we will revise the 'last updated' date at the top of this page. Your complaint will be handled under the policy in effect at the time it is received.
13. Contact Us
If you have any questions about this policy or would like to file a complaint, please contact us:
- Jay Dacey Mortgage Team, Inc.
- 2862 Middle Street, Little Canada, MN 55117
- Phone: 651-315-7681
- Email: Jay@JayDacey.com
- NMLS ID #1812066
Jay Dacey Mortgage Team, Inc. · NMLS ID #1812066