Complaints & Grievances | Dream Home Fund

You will not be retaliated against for filing a complaint. Dream Home Fund prohibits retaliation in any form against any person who, in good faith, reports a concern, files a complaint, or participates in an investigation. We treat complaints as a serious accountability tool, not as an inconvenience.

Step 1: File with Dream Home Fund

Please start by giving us a chance to make it right. Email complaints@dreamhomefund.com with the subject line "Complaint" and include:

Your full name and preferred contact method
Your loan number, if you are a current borrower or applicant
The names of any Dream Home Fund staff or partner lenders involved
A description of what happened and when
The outcome you are seeking
Any supporting documents (screenshots, emails, statements)

If you prefer to write rather than email, mail a complaint to the address shown on our contact page. If you need assistance preparing a complaint (for example, due to a disability or limited English proficiency), we will provide reasonable assistance at no cost.

Our response timeline

Within 5 business days of receipt, we will acknowledge your complaint in writing and tell you who is reviewing it.
Within 30 calendar days, we will issue a written response explaining our findings and any action we are taking. If a complaint requires more time, we will tell you why and give you an updated timeline.
If you are not satisfied with our response, you may request a review by Dream Home Fund's Board of Directors, and you retain the right to escalate to external regulators at any time without first exhausting our internal process.

Step 2: External escalation

You may file a complaint with any of the agencies below at any time, with or without first contacting Dream Home Fund. Filing externally does not affect your eligibility for Dream Home Fund's programs.

Consumer Financial Protection Bureau (CFPB)

For complaints involving the silent second mortgage or related disclosures

File online at consumerfinance.gov/complaint
Phone: (855) 411-2372 · TTY/TDD: (855) 729-2372
Mail: CFPB, P.O. Box 27170, Washington, D.C. 20038

California Department of Financial Protection and Innovation (DFPI)

For complaints involving California consumer financial law

File online at dfpi.ca.gov/file-a-complaint
Phone: (866) 275-2677 (Toll-free)
Mail: DFPI, 2101 Arena Boulevard, Sacramento, CA 95834

U.S. Department of Housing and Urban Development (HUD)

For complaints involving FHA loans, HUD-related programs, or housing counseling

File online at hud.gov
Phone: (800) 569-4287

HUD Office of Fair Housing and Equal Opportunity (FHEO)

For complaints alleging housing discrimination based on race, color, national origin, religion, sex, familial status, or disability

File online at hud.gov/fairhousing/onlinecomplaint
Phone: (800) 669-9777 · TTY: (800) 927-9275

California Civil Rights Department (CRD)

For housing discrimination complaints under California state law (including source-of-income and additional protected classes)

File online at calcivilrights.ca.gov
Phone: (800) 884-1684 · TTY: (800) 700-2320

California Attorney General, Charitable Trusts Section

For complaints about Dream Home Fund's conduct as a California nonprofit (charitable solicitation, governance, charitable assets)

File online at oag.ca.gov/charities/complaints
Mail: Charitable Trusts Section, P.O. Box 903447, Sacramento, CA 94203

Fair housing commitment

Dream Home Fund complies with the federal Fair Housing Act, the California Fair Employment and Housing Act, and all related fair lending laws including the Equal Credit Opportunity Act (ECOA). We do not discriminate on the basis of race, color, religion, national origin, ancestry, sex, gender, gender identity, gender expression, sexual orientation, familial status, marital status, source of income, military or veteran status, disability, age, medical condition, genetic information, citizenship, primary language, or immigration status (subject to lawful eligibility requirements).

If you believe you have been denied program participation, treated unfairly, or otherwise discriminated against by Dream Home Fund or by an enrolled lender acting under our program, please file a complaint with us and with HUD FHEO or the California CRD. We will fully cooperate with all fair housing investigations.

Language access

Dream Home Fund will provide reasonable language assistance at no cost to you, including written translation of key program documents into Spanish, oral interpretation by phone for major program languages, and reasonable accommodation requests for borrowers with limited English proficiency or disabilities. Request language assistance by emailing info@dreamhomefund.com with the subject line "Language Assistance Request" and indicating the language you would like to use.

Si necesita ayuda en español para presentar una queja, escriba a complaints@dreamhomefund.com con el asunto "Queja" y le responderemos en español. Visite también nuestra página en español.

If you believe Dream Home Fund has not provided meaningful language access, you may file a separate language-access complaint by emailing complaints@dreamhomefund.com with the subject line "Language Access Complaint."

Confidentiality and recordkeeping

Complaints are treated as confidential to the extent possible consistent with conducting a thorough review. Dream Home Fund will share your complaint internally only with personnel who need the information to investigate and respond, and externally only with regulators, counsel, or insurers as required by law or in connection with a regulatory inquiry. We retain complaint records and our responses for at least seven (7) years as part of our nonprofit accountability and audit practice.