Complaints procedure
How to raise a concern and what happens next.
How to complain
Email support@welcomefinance.ie, call +353 1 536 9910, or write to Venture Hub, 136 Capel Street, Dublin 1, D01 T2C9. Please include your company name and what went wrong.
What happens next
- We acknowledge your complaint within 5 business days
- We update you at least every 20 business days
- We aim to send our final response within 40 business days, or explain the delay and give an expected date
If you are not satisfied
Our services are not regulated by the Central Bank of Ireland, so complaints about our service cannot be referred to the Financial Services and Pensions Ombudsman (FSPO). Complaints about a regulated lender's own service can often be referred to the FSPO, for companies with turnover of €3 million or less. For bank refusals, the Credit Review Service can review decisions by AIB, Bank of Ireland or PTSB. For data protection issues, contact the Data Protection Commission. You can also seek independent legal advice.
The standards you can expect from us are set out in our customer commitments.
Complaints procedure: FAQs
How do I make a complaint to Welcome Finance?
Email support@welcomefinance.ie, call +353 1 536 9910, or write to Venture Hub, 136 Capel Street, Dublin 1, D01 T2C9. Please include your company name, what went wrong and what you would like us to do. Making a complaint is free.
How long will my complaint take?
We acknowledge your complaint within 5 business days and update you at least every 20 business days. We aim to send our final response within 40 business days. If we need longer, we explain why and give you an expected date.
Can I go to the FSPO about Welcome Finance?
No. The FSPO deals with complaints about financial service providers listed in the FSPO Act 2017, such as regulated firms and consumer credit intermediaries. A broker arranging business finance for companies only is not one of them, so complaints about our service are outside the FSPO’s remit. A complaint about a regulated lender’s own service may go to the FSPO if your company’s turnover in the previous financial year was €3 million or less.
How do I complain about a lender?
Complain to the lender first, using its own complaints process; its offer documents and website explain how. If the lender is regulated and you are not satisfied with its final response, your company may be able to refer the complaint to the FSPO, subject to the €3 million turnover limit. We can help you find the lender’s complaints contact.
What if a bank refused my loan?
You can appeal to the bank, then apply to the Credit Review Service within 30 days for loans of €1,000 to €3m.
Will complaining affect my application?
No. Making a complaint will not affect how we handle your company’s application or any future enquiry. Lenders make their own decisions and are not told about complaints you make to us unless the complaint involves them and you agree to us raising it.
What if my complaint is about my personal data?
Tell us first at support@welcomefinance.ie and we will look into it. You also have the right to complain to the Data Protection Commission at www.dataprotection.ie, whether or not you have contacted us. Our privacy notice explains your rights, including access, correction and objecting to marketing.
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