File a Complaint - Better Lending | Customer Complaint Resolution Process

How to Submit a Complaint

If you wish to lodge a complaint regarding our services or a product, please do so in writing using one of the following methods:

Email

support@betterlending.net

Mail

Attn: Better Lending Inc.
123 Crypto Boulevard
Suite 500
Digital City, DC 10001

What to Include in Your Complaint

When submitting your complaint, please include the following information to help us resolve your issue efficiently:

✓
Description of the issue
Provide a clear and detailed explanation of your concern
✓
Time the issue occurred
Include specific dates and times when possible
✓
Your expected resolution
Specify what outcome you're seeking (e.g., refund, apology, account correction)

How to Expedite Your Complaint Resolution

1

Submit Promptly

File your complaint as soon as possible after the issue occurs

2

Respond Quickly

Reply promptly if we request additional information

3

Keep Records

Retain copies of all relevant communications, emails, letters, and conversation notes

Our Complaint Handling Process

All service-related issues or concerns about your accounts are initially managed by our Client Success team. If you are dissatisfied with their response, you may request that your concerns be escalated to our Compliance team.

Note: Complaints involving allegations of misconduct or legal violations will automatically be escalated to the Compliance team.

Compliance Department Procedures

1

Acknowledgment

We will acknowledge your complaint in writing within 5 business days

2

Investigation & Resolution

We aim to resolve complaints and provide a decision within 90 days, including:

A summary of the complaint
Investigation findings
Our resolution decision
An explanation of our decision

3

If There Are Delays

Should we be unable to meet the 90-day timeline, we will:

Notify you of the delay
Explain the reasons
Provide a new decision date

If You Disagree with Our Decision

If our decision does not meet your expectations, you have several alternatives you can pursue:

Arbitration

Engage in binding arbitration through a neutral third-party arbitrator

Mediation

Participate in mediation to reach a mutually acceptable resolution

Legal Action

Pursue litigation or civil action through the court system

Important Legal Information

You can always consult a lawyer or explore alternative dispute resolution methods at any time. A lawyer can inform you of your legal options and rights.

Please be aware: There are time constraints for initiating legal proceedings. Any delays could potentially restrict your future options and legal rights.