We want to make sure every client gets an excellent customer experience with Saffron Premier Mortgage — from your first phone call, through closing, and every year after. That's a standard we hold ourselves to on every single loan, in every state we serve.
If something about your experience ever falls short of that, we want the chance to make it right.
We aim to earn your trust, not just your business — from the first conversation with a loan officer through closing, and every year you're in your home after. That means being transparent about how your loan is progressing, being reachable when you have a question, and treating every piece of client feedback as a real opportunity to improve, not a box to check.
When a client raises a concern, we review it in good faith and work toward a fair resolution. This commitment applies the same way across every state where we're licensed to originate — Washington, Pennsylvania, Florida, and Texas — and it doesn't depend on how you choose to raise the concern.
If your loan is still active and something isn't going the way you expected — a delay, a miscommunication, a document that seems stuck — the fastest way to resolve it is almost always a direct conversation. There's the most room to fix a problem while a loan is still in progress, so don't wait until closing to raise it.
If you'd rather not go back to your loan officer, or you've already tried and the concern remains, ask to be connected with management directly. We're glad to step in.
If you've contacted us and feel your concern still hasn't been resolved to your satisfaction, Saffron Premier Mortgage works with the Better Business Bureau as an additional, independent channel for reviewing client complaints. A Better Business Bureau representative facilitates the exchange between you and our team, and every complaint submitted this way is logged and reviewed as part of how we track and improve client experience.
Filing through our Better Business Bureau profile brings an independent third party into the conversation and creates a formal record of your complaint.