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Consumer Complaint Policy

It is the policy of Doorway Home Loans, a DBA of GenWay Home Mortgage, Inc., to respond promptly and accurately to any consumer complaint regarding our products, services, or the way we treated the consumer, provided the person making the complaint identifies himself/herself.

All consumer complaints received by GenWay Home Mortgage, Inc. shall be forwarded to the Chief Compliance Officer. The Chief Compliance Officer will notify the appropriate business stakeholder to determine that actions are required, if any, to resolve the complaint.

Complaints can be submitted by calling 866-462-4891, emailing info@genwayhome.com, or in person or by mail at:

Overnight: 2600 North Central Expressway, Suite 600, Richardson, TX 75080.

USPS: 2600 North Central Expressway, Suite 600, Richardson, TX 75080.

In the event of a verbal complaint, the employee receiving the complaint shall document the complaint in writing.  An investigation will be conducted promptly and a response shall be provided to the consumer generally within ten business/calendar days unless required sooner by individual state regulation. If the complaint involves an employee(s) of Generation Home Mortgage, the employee(s) shall not be the primary person(s) responsible for the investigation and response to the complaint.  All written complaints shall be responded to in writing.  Verbal complaints may be responded to verbally, but a written confirmation of the response shall be sent to the customer.

 

If a consumer claims they are victims of possible fraud, identity theft, breach of information, financial loss, or criminal activity, the Chief Compliance Officer shall take the appropriate actions including but not limited to filing a Suspicious Activity Report(SAR).

A record of consumer complaints, record retention of such complaints, and any supporting documentation and responses shall be retained by the office of the Chief Compliance Officer.

For Loan Applicants and Borrowers located in the State of Texas under TAC §80.200(b):

Consumers wishing to file a complaint against a mortgage banker or a licensed mortgage banker residential mortgage loan originator should complete and send a complaint form to the Texas Department of Savings and Mortgage Lending, 2601 North Lamar, Suite 201, Austin, Texas 78705. Complaint forms and instructions may be obtained from the department’s website at http://www.sml.texas.gov. A toll-free consumer hotline is available at 1-877-276-5550.

The department maintains a recovery fund to make payments of certain actual out of pocket damages sustained by borrowers caused by acts of licensed residential mortgage loan originators. A written application for reimbursement from the recovery fund must be filed with and investigated by the department prior to the payment of a claim. For more information about the recovery fund, please consult the department’s website at http://www.sml.texas.gov.

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