Prime Direct Capital Complaints

You'll receive an automated confirmation immediately after submitting your complaint online. A dedicated resolution specialist will personally contact you within 24 hours (typically much sooner during business hours).

Our average response time is under 24 hours, and most complaints receive initial contact within 4-6 hours of submission. We understand that complaints require urgent attention, and we prioritize them accordingly.

Absolutely not. Filing a complaint will have zero negative impact on your loan application, approval status, current loan terms, or future relationship with Prime Direct Capital.

We actively encourage customer feedback—both positive and negative—as it helps us improve our services. Your complaint is treated as confidential feedback and is handled by a separate resolution team from your loan processing team.

In fact, many of our satisfied clients initially filed complaints that were resolved to their satisfaction, and they went on to close their loans successfully and work with us on future transactions.

If you're not satisfied with the initial resolution, you can request escalation to our senior management team. Here's the escalation process:

1. Initial Resolution: Handled by resolution specialist
2. Level 2 Escalation: Reviewed by department manager
3. Level 3 Escalation: Reviewed by senior management/executive team
4. External Review: If still unresolved, we can involve a neutral third-party mediator

We're committed to finding a fair solution, even if it takes multiple conversations and adjustments. Our 98% resolution rate reflects our dedication to working with clients until they're satisfied.

While we accept anonymous feedback for internal improvement purposes, we cannot fully investigate or resolve anonymous complaints because we need to:

• Access your specific loan file and documentation
• Verify the details of your complaint
• Communicate resolution options with you directly
• Implement solutions that benefit you

However, your complaint information is kept strictly confidential and is only shared with personnel directly involved in resolving your concern. We never publicly disclose complaint details without your explicit permission.

The more detailed information you provide, the faster we can investigate and resolve your complaint. Include:

• Your contact information: Name, phone, email
• Loan details: Loan number, application ID, property address
• Specific dates: When the issue occurred or began
• People involved: Names of staff members you interacted with
• Documentation: Reference any emails, letters, or phone calls
• Impact: How the issue affected you financially or otherwise
• Desired resolution: What would make you satisfied

Don't worry if you don't have all this information—we'll work with you to gather necessary details during the investigation process.

Prime Direct Capital maintains a very low complaint rate relative to the number of loans we fund. With a 4.9/5 star rating from 500+ verified customers and thousands of successful loan closings, the vast majority of our clients have excellent experiences.

However, in any business serving hundreds of clients, occasional issues arise—that's normal. What matters is how we handle those situations. Our 98% resolution rate and commitment to transparent communication set us apart from other lenders.

Most "complaints" we receive are actually simple questions or misunderstandings that are quickly clarified, rather than serious service failures. We treat every piece of feedback as an opportunity to improve.