This article applies to lenders




Step 1: From the case view, click on Complaints 



Step 2: Under Complaints, scroll down and click on +Response



Step 3: Fill out the form and click Save

Note: Multiple attachments can be uploaded to the response.



Response Types

  • Accept - Acknowledge and accept responsibility for the claim
  • Refute - Dispute responsibility for the claim 
  • Compromise - Suggest an alternate solution 
  • Reply - Communication 


Once the response has been completed, the information then flows down to the forwarder and service provider.

Clicking on the gear to the right will allow you to view attachments.  

Clicking the + sign will expand the response details.


Response Scenario 1:

Lender  Agent

1. Complaint owner if created by the lender:

• If the complaint is created by the lender and the offender is the lender, then only the lender can add a response.

• If the complaint is created by the lender and the offender is the agent, then the lender and/or the agent can add a response.

•Complaint created by the lender; the offender is the borrower then only the lender can add a response


2. Complaint owner if created by the agent:

• If the complaint is created by the agent and the offender is the lender, then the lender and/or the agent can add a response.

• If the complaint is created by the agent and the offender is the agent, then the lender and/or the agent can add a response.

• If the complaint is created by the agent and the offender is the borrower then the lender and the agent both can add a response.


Response Scenario 2:

Lender | Forwarder | Agent

1. Complaint owner if created by the lender:

• If the complaint is created by the lender and the offender is the lender, then only the lender can add a response

• If the complaint is created by the lender and the offender is an agent then the lender and agent both can add a response.

• If the complaint is created by the lender and the offender is the borrower, then the lender can only add a response

• If the complaint is created by the lender and the offender is the forwarder, then both the lender and forwarder can add a response.

 

2. Complaint owner if created by the forwarder:

• If the complaint is created by the forwarder and the offender is the lender then both the lender and forwarder can add a response.

• If the complaint is created by the forwarder and the offender is the agent, then the lender, forwarder, and agent can add a response.

• If the complaint is created by the forwarder and the offender is the borrower then both lender and forwarder can add a response. 

•Complaint created by the forwarder and the offender is the forwarder then both lender and forwarder can add a response. 


3. Complaint owner if created by the agent:

• If the complaint is created by the agent and the offender is lender then the lender and agent both can add a response.

• If the complaint is created by the agent and the offender is the agent then the lender and agent both can add a response.

• If the complaint is created by the agent and the offender is the borrower, then the lender and agent both can add a response.

• If the complaint is created by the agent and the offender is the forwarder, then the lender, forwarder, and agent can add a response.


Click Here to view How to Resolve a Complaint

Click Here to view How to Submit a Complaint