Consumer Grievance Policy

1. How to submit a concern

Please direct your concern to Frank Herrera and identify it as a “Consumer Complaint” or “Consumer Grievance.” You may contact us by phone, email, or mail. Written details can help us understand and review the issue.

Quest Mortgage Services — Company NMLS #2508429
Attention: Frank Herrera — NMLS #227613
3105 NW 107th Ave, Suite 400-H5
Miami, FL 33172

Phone: (305) 299-6995
Email: frank@frankyourmortgageguy.com

Please let us know whether you prefer English or Español when contacting us.

2. Information to include

• Your name and preferred way for us to contact you.
• A description of the concern, including relevant dates and people involved.
• The mortgage program or service involved, if known.
• The outcome or assistance you are requesting.
• A description of any documents that support your concern.

Do not send Social Security numbers, passwords, full bank account numbers, or sensitive financial documents through ordinary email or the general website form. Contact us to arrange an appropriate way to provide supporting documents. Keep your originals and provide copies when documents are requested.

3. Review and follow-up

Our aim is to review concerns fairly and respond as promptly as practicable. Review may involve clarifying your request, reviewing relevant communications and records, and requesting additional information. We may need to verify your identity before discussing private mortgage information.

We aim to explain our findings and any available next steps using your preferred contact method. The time needed depends on the nature of the concern, the information available, and whether another party needs to respond. This policy does not guarantee a particular outcome or replace any response deadline required by applicable law.

If you have not received a response or have additional information, please follow up with Frank Herrera using the contact details above.

4. Concerns involving a lender or loan servicer

Quest Mortgage Services is a broker, not the lender or loan servicer. For concerns about payments, servicing, escrow accounts, or a lender’s decision, you may also need to contact the lender or servicer directly using the details on your loan documents or statements. Ask them for the designated address for a servicing complaint, notice of error, or request for information; special procedures and deadlines may apply.

We may help identify the appropriate contact where possible, but we cannot control another company’s decisions or response. A complaint to Quest does not replace a notice that must be sent directly to another party.

5. External complaint resources

You may contact a regulator or seek independent legal advice at any time. You do not have to complete our internal review before doing so.

• Florida Office of Financial Regulation — Submit a Complaint or Tip: The OFR accepts concerns involving financial services that may fall within its jurisdiction and determines whether it can act or refer the matter.
• Consumer Financial Protection Bureau — Submit a Complaint: Visit the CFPB’s official website for information about submitting consumer financial product or service complaints.
• NMLS Consumer Access — Quest Mortgage Services: Check company licensing information. NMLS Consumer Access is a licensing resource, not our complaint intake service.

External agencies apply their own procedures and jurisdiction rules. Their websites explain submission requirements and how information you provide may be handled.

6. Privacy, fair treatment, and your rights

Complaint information may need to be reviewed by people or service providers involved in addressing the concern, or disclosed when required by law. Please see our Privacy Policy for information about website inquiries and personal information.

Quest Mortgage Services is an Equal Housing Opportunity mortgage broker. If your concern involves discrimination or unfair treatment, please describe it when contacting us; you may also raise it directly with the appropriate government agency.

This policy does not waive or restrict any legal rights or remedies, extend filing deadlines, pause payment obligations, or guarantee loan approval, compensation, or a particular resolution. Seek qualified advice if you have questions about your rights or deadlines.