It is the policy of Tesla Mortgage Group LLC to respond promptly and accurately to any customer complaint regarding our products, services or the manner in which we treated the customer, provided the person making the complaint identifies himself/herself. Complaints can be submitted by calling 844.837.5264, emailing info@teslamortgagegroup.com, or in person or mail at 941 N Providence Rd, Media, PA 19063. 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 customer generally within ten business/calendar days.  If the complaint involves an employee(s) of Tesla Mortgage Group LLC, 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 customer claims they are victims of possible fraud, identity theft, breach of information, financial loss, or criminal activity, the top Tesla Mortgage Group LLC management will be immediately notified. This policy is not intended to cover customer notifications in regard to error resolution claims under Regulation E, qualified written requests that assert an error and requests for information under the Real Estate Settlement Procedures Act (RESPA), billing error resolution under Regulation Z and disputes under the Fair Credit Reporting Act (FCRA). These areas have regulatory requirements regarding timing, investigation, response and retention. Such communication is covered by other policies and/or procedures. Departments should follow their procedures for assessing and responding to complaints within these categories. A record of customer complaints, record retention of such complaints, any supporting documentation and responses shall be retained by the Quality Control officer.