Which Servicing Companies Are Considered to Be the Best?

In J.D. Power's 2026 U.S. Mortgage Servicer Satisfaction Study, released July 23, 2026, Chase ranked highest with 694 points on a 1,000-point scale, followed by Rocket Mortgage at 690 and Bank of America at 672. The industry average was 607, up 11 points from 2025. Because the company that owns your loan picks the servicer, these rankings help most when you choose a lender that plans to keep servicing your loan, and the CFPB's complaint database is where you check a specific servicer's record.

Which mortgage servicers ranked highest in 2026?

A mortgage servicer is the company that collects your monthly payment, runs your escrow account, and handles problems if you fall behind. What loan servicing is covers the full list of duties.

J.D. Power surveyed 14,118 borrowers who had been with their current servicer for at least one year, from May 2025 through May 2026. It scores six areas, listed in order of how much they affect the overall score: trust, ease of doing business, keeping the borrower informed, the servicer's staff, resolving problems, and digital tools. Selected 2026 scores:

Banks and other deposit-taking institutions took seven of the top 10 spots. For how bank and non-bank servicers differ in regulation and risk, see bank versus non-bank mortgage servicers.

How good is mortgage servicing overall?

Middling, and uneven. Scores among ranked servicers in the 2026 study ranged from 694 for Chase to 458 for SPS, a 236-point spread, so the company that ends up with your loan matters more than the 607 average suggests. Other findings from the study:

• Escrow increases drive frustration. 75% of surveyed borrowers had an escrow account, and 58% of those saw their escrow payment rise in the past year. Borrowers who got a clear explanation of basic servicing fees were 33 percentage points more likely to say they would definitely use the same lender again.
• Poor service is the top reason borrowers want out. 43% of those thinking about leaving their servicer named poor customer service, ahead of high interest rates at 33%.
• More borrowers are under strain. 41% of borrowers were classified as financially healthy, down from 52% in 2022. 16% paid a late fee in the past 12 months, and 30% said they believed they were at risk of foreclosure, up from 17% four years earlier.

Federal complaint data point to the same weak spots. The Consumer Financial Protection Bureau (CFPB) received about 30,400 mortgage complaints in 2025. The most common issue was trouble during the payment process, and its monthly average rose 8% compared with the prior two years. Borrowers described servicer representatives they could not reach, calls and emails that went unanswered, conflicting information, and problems with loss mitigation (options such as a loan modification for borrowers who fall behind), payments, escrow, and servicing transfers. Companies closed 91% of mortgage complaints with an explanation, 2% with money back to the borrower, and 3% with other relief, such as a corrected account.

Can you use the rankings to pick your servicer?

Usually not directly. The CFPB has said that in the vast majority of cases consumers do not choose their mortgage servicer, and that servicing rights are frequently bought and sold. The owner of your loan decides who services it, and a transfer needs no approval from you. Whether you can change your mortgage servicer covers the limited options.

The rankings help at the lender-shopping stage. Page 3 of every Loan Estimate has a "Servicing" line stating whether the lender intends to service your loan or transfer servicing to another company. That statement reflects the lender's plan when it issues the form, not a promise. If two offers are close on rate and fees, the lender that plans to keep servicing, and scores well on J.D. Power and in the complaint database, is the better pick.

How do you check a specific servicer's complaint record?

The CFPB Consumer Complaint Database is free and lists complaints by company.

1. Find the servicer's exact name. It is the company named on your monthly statement or on a servicing transfer notice.
2. Search the database. Go to consumerfinance.gov/data-research/consumer-complaints, open the search tool, and filter by company and by the product "Mortgage."
3. Read the issues and responses. Each complaint shows the issue the borrower chose, such as trouble during the payment process, the company's response type, and whether the company responded on time.
4. Compare in context. The CFPB says the database is not a statistical sample, and companies with more customers may have more complaints. Compare the mix of issues and how the company responded, not raw counts.

Two limits on what you see. A complaint is published after the company responds or after 15 days, whichever comes first, so the newest complaints may be missing. The CFPB also refers complaints about banks and credit unions with less than $10 billion in assets to their own regulators and does not publish those, so a small lender can show few complaints for that reason alone.

What can you do if your servicer scores poorly?

You keep the same federal rights no matter where your servicer ranks:

• Send a written notice of error. Send it to the address the servicer designates for errors, with your name, loan number, and the error. Federal rules require the servicer to acknowledge it within 5 business days and to correct the error or explain why there was none within 30 business days, or 7 business days for a wrong payoff amount. The servicer can add 15 business days to the 30-day deadline only by telling you in writing, with reasons, before it expires. For 60 days after receiving the notice, it cannot report a disputed payment as late to the credit bureaus. For the deadlines on each type of letter, see rules for written communication with servicers.
• File a CFPB complaint. The CFPB sends it to the company (or to a better-suited agency), and the company generally responds within 15 days and gives a final response within 60 days if its first answer says the matter is still in progress. Complaining to a government agency about a servicer lists the agencies and what each handles.
• Keep records. Save statements, payment confirmations, and copies of every letter, so a notice of error or complaint can cite exact dates and amounts.