At Heartwood, we are committed to delivering excellent service and maintaining the trust of our clients.

However, there are instances of dissatisfaction. A “complaint” is defined as any expression of dissatisfaction, whether written or verbal,, made by a client or their representative, regarding:

• The mortgage service we provide

• The conduct or actions of our partners or employees

• Misunderstandings, miscommunication, or perceived unfair treatment

• Issues with mortgage approvals, documentation, or disclosures