WHEN TO USE THIS POLICY
When you complain to us, we will usually respond in the way we explain below. Sometimes, you might be concerned about matters that are not decided by us (such as the refusal by a lender to offer finance) and we will then advise you about how to make your concerns known.
If possible, we believe it is best to deal with things as soon as possible and in the easiest and most direct way. If you have a complaint, please email our team at firstname.lastname@example.org. A member of our team will respond to your complaint within 5 working days. If the member of our team can’t help, they will explain why and you can then ask for your complaint to be formally investigated.
HOW TO COMPLAIN FORMALLY
You can make a complaint in any of the ways below:
You can ask for a copy of our complaint form from the person with whom you are already in contact.
You can write a letter to us at the following address Loanitt Limited, Unit 6, Hebron House, Macdonagh Junction, Hebron Road, Kilkenny, R95 T91Y
WHAT SHOULD YOU INCLUDE IN YOUR COMPLAINT
- Remember to state your name, address and telephone number and email and whether you are acting on behalf of someone else
- Briefly describe what your complaint is about stating relevant dates and times, if applicable
- List your specific concerns starting with the most important concern
- Be clear about what you are hoping to achieve (for example an apology, explanation, etc.)
- State your preferred method of communication. It will assist the Complaints Officer if extra information and/or copies of relevant documents are attached to your complaint.
DEALING WITH YOUR COMPLAINT
We will formally acknowledge your complaint within 5 working days and let you know how we intend to deal with it. We will ask you to tell us how you would like us to communicate with you and establish whether you have any requirements for example, if you have language difficulties. We will deal with your complaint in an open and honest way. We will make sure that your interactions with us in the future do not suffer just because you have made a complaint. If you are making a complaint on behalf of somebody else, we will need their agreement to you acting on their behalf.
We will tell you who we have asked to investigate your complaint. The person looking at your complaint will usually need to see the files we hold relevant to your complaint. If you don’t want this to happen, it is important that you tell us. We will aim to resolve concerns as quickly as possible and expect to deal with the vast majority within 30 working days.
If your complaint is more complex we will:
- let you know within this time why we think it may take longer to investigate
- tell you how long we expect it to take.
- give you regular updates every 14 days on any progress made.
The person who is investigating your concerns will aim first to establish the facts. The extent of this investigation will depend on how complex and how serious the issues you have raised are. In complex cases, we will draw up an investigation plan. In some instances, we may ask to meet you to discuss your complaint. Occasionally, we might suggest mediation or another method to try to resolve disputes. When investigating your complaint, we will look at relevant evidence. This could include files, notes of conversations, letters, emails or whatever may be relevant to your complaint.
If we formally investigate your complaint, we will let you know what we have found in keeping with your preferred form of communication. If necessary, we will produce a longer report. We will explain how and why we came to our conclusions. If we find that we got it wrong, we will tell you what and why it happened. If we find there is a fault in our systems or the way we do things, we will tell you what it is and how we plan to change things to stop it happening again. If we got it wrong, we will always apologise.
If we do not succeed in resolving your complaint, you may complain to the Financial Services and Pensions Ombudsman. The Ombudsman is an independent body that deals with consumer complaints on financial services and pension products in the Ireland. You can contact them on +353 1 567 7000, by email at email@example.com or through their website https://www.fspo.ie/complaint-form.aspx or at the following address: Financial Services and Pensions Ombudsman, Lincoln House, Lincoln Place, Dublin 2 D02 VH29.