At Microfinance Ireland, we do our best to make sure our applicants, customers and micro-enterprises are looked after. Our aim is to provide you with the best possible service in the most efficient manner.
However, we do understand that sometimes things can go wrong or you may be unhappy with a decision we have made. If you let us know that there is something you are not happy with, we promise to do our best to make things right.
We see any feedback as an opportunity to improve our services and will ensure:
Any complaint received will be dealt with fairly, courteously and professionally.
Issues will be resolved as quickly as possible.
We will explain our rationale for all credit decisions made.
What We Mean by a Customer Complaint
A customer “complaint” refers to an expression of grievance or dissatisfaction either orally or in writing, in connection with:
the provision or/offer of the provision of a loan product by Microfinance Ireland;
or the failure or refusal of Microfinance Ireland to provide a loan product
Complaints may be raised by a customer, in writing, by phone, in a face to face meeting or by third party acting for the customer (intermediary, legal representative).
IMPORTANT: A customer’s decision to appeal a credit decision does not automatically constitute a customer complaint – any complaint in relation to a credit application must be made separately and will be managed in line with Microfinance Ireland’s Customer Complaints Procedures.
Credit Appeals are managed through Microfinance Ireland’s Appeals process – for more information see question 5 of our FAQ section here.
Making a Complaint
To make a complaint, you may contact any member of staff at:
We will acknowledge receipt of your complaint within five business days of being received, should it not be otherwise resolved.
If your complaint has not been resolved following contact with you, your complaint is actively investigated and a comprehensive response or update is sent to you within twenty business days of receipt of the complaint. If we are unable to resolve your complaint within twenty business days, we will continue to provide updates on the investigation until it has been completed.
We will inform you within five business days of the completion of the investigation of your complaint and the outcome of the investigation.
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