Customer Complaint Policy – Goins Lending Group, LLC

At Goins Lending Group, LLC, we are committed to addressing customer complaints, disputes, and issues promptly and thoroughly. We take each complaint seriously, investigate it immediately—no matter how small—and take swift remedial action when necessary.

Complaint Handling Process

  1. Documentation and Logging: All complaints are documented and logged into a dedicated complaints log upon receipt.
  2. Complaint Review: The complaint is sent directly to our Customer Complaint Officer or designated representative for action. Our Customer Complaint Officer is Nikki Goins.
  3. Record Management: Complaints and related records are stored in a dedicated complaints file along with Quality Control documentation and other policies, making them accessible for employees to improve customer service.
  4. Ongoing Review: Complaints are reviewed during meetings between the Customer Complaint Officer and our Board to ensure continuous improvement.

Our approach complies with all Federal and State regulations, including consumer protection, fair lending, and civil rights laws, ensuring our financial products and services meet the highest standards.

How to File a Complaint

If you need to file a complaint, you may:

  • Contact our Customer Complaint Officer directly at the phone number provided.
  • Send an email to our Customer Complaint Officer.
  • Mail a traditional letter to the address listed below.

Submitting a Complaint

Written complaints are encouraged and should include the following details:

  • Name, address, and telephone number of the complainant.
  • Description of the act or practice believed to be unfair, deceptive, or in violation of existing law or regulation, including all relevant facts.

Response Time

We strive to respond to complaints within 30 days of receipt.

If your complaint is not resolved to your satisfaction, you may contact the Consumer Financial Protection Bureau at http://www.consumerfinance.gov/complaint/.

Accepted for the Company:

  • Name: Goins Lending Group, LLC

Address for Traditional Letters:

  • 117 East Edgewood, Friendswood, TX 77546