Qualified Written Request

Qualified written request (QWR) is a formal written inquiry from a borrower to their loan servicer that either requests specific information about the mortgage account or asserts that the servicer has made an error in account handling. Under RESPA, a QWR triggers strict response obligations: the servicer must acknowledge receipt within 5 business days and provide a substantive response — correcting the error, providing the requested information, or explaining why no action is needed — within 30 business days. Failure to respond properly can expose the servicer and, by extension, the note holder to statutory damages and regulatory penalties.

For mortgage note investors, QWRs are an operational reality that surfaces most often on loans with disputed balances, contested fees, or a history of servicer transfers where records may have been lost or corrupted. When a borrower submits a QWR, the servicer must pause certain collection activities related to the disputed issue until the response is provided. Investors should ensure their servicer has a documented process for handling QWRs within the required timelines, as non-compliance creates legal liability and can delay foreclosure proceedings. QWRs are also commonly filed by borrower attorneys as a discovery tool during contested workouts, making them a signal that the borrower may be represented by counsel and that the resolution process will require more careful legal coordination.