Customer Service Charter

At Microfinance Ireland providing high quality customer service is of utmost importance. Our Customer Service Charter sets out our commitment of what you can expect from us in all your dealings with us.

What is a Customer Charter?

This Customer Charter sets out our commitment to what you can expect from us in all your dealings with us.

Microfinance Ireland is committed to providing a professional, efficient and high quality service to everyone that interacts with us.

Equality

Microfinance Ireland does not discriminate on the grounds of age, gender, marital status, race, religion, sexual orientation, disability or membership of an ethnic minority.

In our dealings with customers, we ensure the rights of equal treatment established under equality legislation are upheld.

Privacy & Confidentiality

We know that your privacy is important, so all information that you provide to us (both personal and business information) will be treated with the utmost confidentiality and integrity.

We have developed a privacy statement that covers how we collect, use, disclose, transfer and store your personal information.

Click here to view our Privacy Policy

What you can expect from us

Microfinance Ireland is committed to providing a professional, efficient and high quality service. To achieve this, we endeavour to:

Act honestly, fairly and professionally at all times and with due skill, care and diligence in our dealings with you
Be courteous, respectful and considerate
Be available to answer your queries between the hours of 9am to 5.30pm Monday to Friday inclusive
Acknowledge all written correspondence within three business days of receipt
Acknowledge all electronic communications within two business days of receipt
Return telephone calls and/or respond to telephone messages within one business day
Provide clear and accurate information about your loan in an annual statement
Respect client confidentiality at all times
If you are dissatisfied with our credit decision, you have the right to appeal the decision through our internal credit appeals for loan applications over €5,000
If we cannot help with your enquiry, we will provide you with information on other state supports that may be able to help you

How you can help us

You can help us by:

Treating Microfinance Ireland staff courteously
Providing us with accurate information in a timely manner
Providing feedback to us to help us understand how we are doing and improve our service

Making a complaint

Despite our best efforts, we recognise that we may not always get everything right first time. If you have a complaint, we have a standard procedure to ensure that it is investigated fully and fairly. We will:

Acknowledge receipt of your complaint within five business days of being received should it not be otherwise resolved
Actively investigate your complaint and respond to you or provide an update after each twenty working days until the complaint investigation has been completed
Inform you within five working days of the completion of the complaint investigation and the outcome

Click here for more information

Download Our Customer Charter Here