Optimal Mortgage · Legal

Customer Complaint Policy

Effective Date: May 1, 2026

Optimal Mortgage LLC takes all customer complaints seriously. We are committed to resolving concerns promptly, fairly, and transparently. This policy describes how to submit a complaint, what to expect, and what regulatory resources are available to you.

How to submit a complaint

Complaints may be submitted through any of the following channels:

Our response process

• Acknowledgment — We will acknowledge receipt of your complaint within 3 business days.
• Investigation — A designated compliance officer will review your complaint and gather relevant information. We aim to complete our review within 15 business days of receipt.
• Resolution — We will provide a written response describing our findings and any actions taken or proposed. For complex matters requiring additional review, we will communicate an expected timeline.
• Follow-up — If our initial response does not resolve your concern, please contact us to request escalation to senior management.

Record retention

All complaints and related correspondence are retained in accordance with applicable state and federal record-keeping requirements.

Regulatory resources

If you are not satisfied with our resolution, or if you wish to file a complaint with a regulatory agency, the following resources are available:

• NMLS Consumer Access — Verify our license and file a complaint at nmlsconsumeraccess.org
• Florida Office of Financial Regulation (OFR) — flofr.gov · (850) 487-9687
• Consumer Financial Protection Bureau (CFPB) — consumerfinance.gov/complaint · (855) 411-2372
• U.S. Department of Housing and Urban Development (HUD) — For fair lending or Equal Housing Opportunity complaints: hud.gov · (800) 669-9777

Anti-retaliation

Optimal Mortgage prohibits retaliation against any individual who submits a complaint in good faith. Filing a complaint will not negatively affect your application, loan, or any other service relationship with us.