LOANITT COMPLAINTS POLICY
WHEN TO USE THIS POLICY
If you are unhappy with any aspect of our service, you can make a complaint using the process outlined below.
In some cases, your concern may relate to a decision made by a third party (such as a lender declining an application). Where this happens, we will guide you on how to raise your concern with the relevant provider.
INFORMAL RESOLUTION
We aim to resolve issues as quickly and simply as possible.
If you have a complaint, please contact us at complaint@loanitt.ie. A member of our team will respond within 5 working days.
If your complaint cannot be resolved at this stage, we will explain why and move it to a formal investigation.
HOW TO MAKE A FORMAL COMPLAINT
You can make a formal complaint by:
Writing to:
Loanitt Limited, Unit 6, Hebron House,
Hebron Road, MacDonagh Junction,
Kilkenny, R95 T91Y
Emailing: complaints@loanitt.ie
WHAT TO INCLUDE IN YOUR COMPLAINT
To help us deal with your complaint efficiently, please include your contact details and clearly explain the issue.
Where possible, outline what happened (including relevant dates), what your main concerns are, and what outcome you are seeking.
If you are acting on behalf of someone else, we will require their written consent.
HOW WE HANDLE YOUR COMPLAINT
We will acknowledge your complaint within 5 working days and explain how it will be handled.
You will be given a point of contact who will manage your complaint throughout the process. We will communicate with you in your preferred way and handle your complaint fairly, openly, and without impacting your future dealings with us.
INVESTIGATION PROCESS
We aim to resolve all complaints as quickly as possible.
Where a complaint is more complex, we will explain any delays, provide updates at least every 20 business days, and keep you informed of progress.
Our investigation will involve reviewing all relevant information, including records, communications, and supporting documentation. In some cases, we may contact you for further details or discuss possible ways to resolve the issue.
We aim to resolve complaints within 40 business days. If this is not possible, we will inform you of the expected timeframe.
OUTCOME
Once the investigation is complete, we will provide you with a clear outcome within 5 business days.
We will explain our findings, how we reached our decision, and any actions we will take. If we identify an error, we will explain what happened, how it will be addressed, and we will apologise where appropriate.
FINANCIAL SERVICES AND PENSIONS OMBUDSMAN
If you are not satisfied with the outcome, you have the right to refer your complaint to the Financial Services and Pensions Ombudsman (FSPO).
The FSPO is an independent body that handles complaints relating to financial services in Ireland.
Contact details:
Financial Services and Pensions Ombudsman
Lincoln House, Lincoln Place, Dublin 2, D02 VH29
Phone: +353 1 567 7000
Email: info@fspo.ie
Website: https://www.fspo.ie