GRID FINANCE – COMPLAINTS POLICY
At GRID we are determined to ensure that all of our customers are satisfied with the service they receive. We are committed to providing a platform where our borrowers gain fast access to flexible finance and users of our analytics product gain useful insight into their business. Should any customer be dissatisfied with the service they have received they can follow our Customer Complaints Process.
GRID will record and publicly disclose the number of complaints received on an annual basis. All issues that an applicant, or active customer, reports through the formal complaint procedures should be recorded as a compliant.
Where to find process
Instructions on how to raise an official complaint can be found in our FAQs. Should a customer wish to make a complaint they can highlight this through any durable medium.
CUSTOMER COMPLAINTS PROCESS
Should you be dissatisfied with the service that you have received the following procedure should be followed for all complaints. We also commit to all complaints being handled at the in a subjective and transparent way. This process outlines how you can make a complaint should you be dissatisfied with the level of service that you have received. This process can also be used by clients who are unsatisfied with a credit review decision and who wish to appeal it.
Step 1
Please outline the nature of your complaint in writing in the following format:
Client type: [Borrower/Partner]
Client profile name: [Insert onscreen name]
Client profile email address: [Insert onscreen name]
Subject of complaint: [Outline the nature of the complaint e.g. Loan application]
Detailed explanation: [Outline in a maximum of 1000 words the nature of the complaint, who has dealt with the issue so far and a timeline of when the issue emerged and key actions taken to resolve it so far by customer care]
Resolution: [Outline clearly how you expect the complaint to be resolved]
Resolution timeframe: [Outline when you expect the problem to be resolved]
Communication: [Outline how you would like us to communicate with you about your complaint]
Sign and Date: [Date and sign the complaint in writing or electronically]
You can download a copy of the complaints for here(link)
This complaint should be sent to Customer Care as follows:
By Post | By Email | By Platform |
GRID Finance Impact Limited 54 Merrion Square South, Dublin 2, D02 CX30 | business@gridfinance.ie | Log into your account and raise a support ticket clearly outlining it is an Official Complaint. |
Step 2
Once the complaint has been received by our dedicated Customer Care Liaison it will be assigned a complaint number and sent to the relevant department within 1 working day. You will receive confirmation from our Customer Care Liaison informing you of the acknowledgement from the relevant member of staff of your complaint.
Step 3
The complaint will be reviewed and investigated by GRID for a period of 10 working days. Following this initial review period, you will be updated by GRID via a durable medium on the progress of your complaint. You can track the progress of your complaint by submitting your complaint number to our Customer Chatbot or emailing business@gridfinance.ie. Should a resolution not be reached after the initial 10 working day period, a further 10 working day review period will be entered into. At the end of the review period the step 4A or 4B will be taken.
Step 4
Step 4A | Step 4B |
If the complaint is satisfactorily addressed a complaint resolution form (Annex A) is signed by both parties outlining the successful resolution of the complaint. This also confirms that no additional action will be taken by either party. | Should a successful conclusion not be reached a 5 working day cooling off period will be entered into by both parties. At the end of this period there are three options:Enter into another 10 working day resolution periodEnter into a non-binding arbitration process (the cost of which is to be borne between both parties) Abandon the complaints process |
You can download a copy of the complaints for here