Complaint Procedure - loanitt



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 A member of our team will respond to your complaint within 5 working days. If the member of our team can’t resolve your complaint themselves, they will explain why and will arrange for your complaint to be formally investigated.


You can make an official complaint in any of the ways below:

  • You can write a letter to us at the following address Loanitt Limited, Hebron House, Unit 6, Hebron Road, Macdonagh Junction, Kilkenny, R95 T91Y.
  • You can email your complaint to


  • Remember to state your name, address, telephone number and email and whether you are acting on behalf of someone else. If you are acting on behalf of someone else, we will need their agreement in writing to you acting on their behalf.
  • 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.


  • We will formally acknowledge your complaint within 5 working days and let you know how we intend to deal with it.
  • We will provide you with the name of who has been appointed by the firm to be your point of contact in relation to the complaint until the complaint is resolved or cannot be progressed any further.
  • 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. We will aim to resolve concerns as quickly as possible. 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 20 business 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. While we will always try and resolve your complaint as quickly as possible. We will try and resolve your complaint within 40 business days and where that is not possible will write to inform you of the anticipated timeframe to resolve your complaint.


Within five business days of the conclusion of our formal investigation of 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 will be notified of your right to bring your complaint 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 Ireland. You can contact them on +353 1 567 7000, by email at or through their website or at the following address: Financial Services and Pensions Ombudsman, Lincoln House, Lincoln Place, Dublin 2 D02 VH29.