Complaint Resolution

COMPLAINT RESOLUTION NOTICE

This notice is provided to you pursuant to Section 6 of the Real Estate Settlement Procedures Act (RESPA) and Section 3500.21(e) of Regulation X, implemented by 12 CFR Parts 1024.35 & 1024.36.

NOIC must disclose to you how you may reach us in order to file or lodge a complaint, assert an error, or request information.  NOIC also encourages you to report problems with any third party vendors to NOIC.  You may file a complaint, assert an error, or request information by notifying NOIC in writing at the address below.  You must use the established notice address below to file your complaint, assert an error, or request information.

Notice Address:

Complaint Resolution Officer
The Northern Ohio Investment Company
P.O. Box 642
Sylvania, OH 43560
Toll Free Number: 800.441.3456

Required Information

Your written correspondence must include your name, property address, and loan number.  In addition, you must include either a statement describing your complaint, or a statement of the reasons for the belief that your account is in error, or provide sufficient detail regarding the information you wish to obtain.

Response Process

NOIC must acknowledge receipt of your correspondence in writing within five (5) days (excluding legal public holidays, Saturdays, and Sundays) of receipt.  NOIC will then investigate the issue described in your correspondence and respond to you in writing no later than thirty (30) days (excluding legal public holidays, Saturdays, and Sundays) after the date NOIC receives your written correspondence.  NOIC must respond by: (a) correcting the error and providing you written notification of the correction and the effective date of the correction; (b) determining that no error has occurred and providing a written statement of the reason for this determination; (c) providing the requested information; or (d) providing written notification that states it has determined that the requested information is not available and the basis for this determination.  In certain circumstances, NOIC may extend the time period for responding by an additional fifteen (15) days (excluding legal public holidays, Saturdays, and Sundays) if, before the end of the thirty-day period, NOIC notifies you of the extension and the reason for the extension in writing.

Appeal Process

 If you are not satisfied with the response you receive from NOIC, you may appeal the response by sending your written appeal to the Notice Address listed above.  The written appeal must include your name, property address, and loan number.  In addition, you must include a statement providing detailed information in support your appeal.  NOIC must acknowledge receipt of your appeal in writing within three (3) days (excluding legal public holidays, Saturdays, and Sundays) of the date of receipt.  NOIC will then investigate the issue described in your appeal and provide its final determination to you in writing no later than fifteen (15) days (excluding legal public holidays, Saturdays, and Sundays) after the date NOIC receives your appeal.  NOIC may extend the time period for responding by an additional fifteen (15) days (excluding legal public holidays, Saturdays, and Sundays) if, before the end of the fifteen-day period, NOIC notifies you of the extension and the reason for the extension in writing.

Consumer Complaint Portal

 NOIC encourages you to first contact us directly in order to resolve any complaints, assertion of errors, or requests for information.  However, if your complaint is not resolved to your satisfaction, you may submit your complaint through another portal, such as the Consumer Financial Protection Bureau Portal at http://www.consumerfinance.gov/.

Privacy Policy Statement

 When you submit a complaint, assert an error, or request information, NOIC will review your account, which will include a review of your personal information, including but not limited to, your loan account, your personal identification information, and other private information required to respond sufficiently to your correspondence.  NOIC respects your privacy and will not share the information you have provided or any information it obtains in connection with responding to your correspondence with parties not authorized to receive the information, except as allowed by applicable law.  NOIC restricts access to the information it has about you to those employees who need to know that information to determine a response.  NOIC maintains physical, electronic, and procedural safeguards to protect your nonpublic personal information.