Default Complaint Process

These are additional processes that you can add to your LMS tenant to help streamline your loan servicing. You can either set them up yourself using process wizards, or reach out to your success specialist to enlist the help of our support engineers (tech support rates may apply).


A major function of LoanPro's Loan Management System is to make common company processes as streamlined and effective as possible. Our process wizards make processes easier for your team and improve the chances they are completed successfully. This article will cover the complaint process and how LoanPro makes it a breeze for your personnel.

Default Complaint Process

During a loan's life, a borrower may want to participate in the airing of grievances. The Default Complaint Process provides ease in dealing with and properly recording customer complaints on loan accounts.


The flow chart below outlines all the changes and processes implemented by LoanPro directed by the agent user's inputs in the wizard. The agent user's role is outlined in this article.

Starting the Process

In the event that a customer files a complaint, the agent managing the customer's account can enter the specific loan and navigate to the 'Wizards' tab. This page shows all the process wizards available for use on the account. Some of the process wizards have certain requirements that loan that must meet in order to start the process wizard. On the 'Wizards' tab, select the drop-down menu near the top and select the 'Servicing' category.

In order to access the wizard, the loan must be in the 'Open', 'Closed', or 'Application' status. If the loan meets that criteria, click OPEN and START on the 'Complaint Wizard'. 

On this page, select an appropriate 'Complaint Status' from the drop-down menu. Click SAVE and NEXT to proceed. 

On this page select the necessary Action and Result, then document any additional relevant information regarding the complaint in the note. Once you have completed and saved the note, click NEXT to exit the wizard and complete the process.

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