Legal Agreements

Complaints Policy

24 views 26/04/2018 20/12/2018 Helpers.ie Help 2

We constantly strive to offer you the highest possible level of service, however there may be occasions when you feel you have cause for complaint. When a complaint arises we will endeavour to resolve it to your satisfaction as quickly as possible.

In this complaints policy the words weus and our always mean Helpers.ie (the website) 

We are committed to providing you with the highest levels of customer service, ensuring customers are treated fairly at all times. 

Our Complaints Handling Process

All complaints are logged and tracked from receipt through to resolution. Company’s CEO Orla Healy regularly review complaints data and root cause analysis to ensure any recurring trends are identified and addressed. 

​All complaints will be investigated and responded to by an employee of sufficient competence within the Republic of Ireland, (this is usually done either in Dublin or Cork). This employee will not have been involved in the subject matter of the complaint. They will have sufficient authority (or have access to someone who has authority) to investigate the complaint and offer redress where appropriate.

As a business standard we aim to issue a final response within five business days of receipt of a complaint. Where this is not possible, we will acknowledge the complaint within five business days, to confirm the complaint is still active and in process of our investigation.

The Financial Services & Pension Ombudsman (FSPO)

In the event a final response cannot be issued within four weeks, we will write to you advising on the progress of the investigation. If we cannot respond within eight weeks, we will write to you explaining why we are still unable to issue a final response and when we expect to reply. 

​Our platform (helpers.ie) offers services that are Regulated and Unregulated. For example all tradesmen/helpers who offer Gas related services must be regulated and therefore they must be registered with RGI (registered gas installer), a Gas regulatory authority. Whereas there is no regulatory or registration requirement for a childminder, tree surgeon, gardener, plumber and so on.

However, if your complaint meets the regulated complaint criteria, we will advise you of this within our final response. If you are not satisfied with the outcome of the investigation, you have the right to refer the complaint to the Financial Services and Pensions Ombudsman (FSPO).

The FSPO is an independent service in Ireland for settling disputes between businesses providing financial services and their customers. In 2017, the government decided to merge the offices of the Financial Services Ombudsman’s Bureau and the Office of the Pensions Ombudsman to form the FSPO.

You can find out further details of their service on their website: https://www.fspo.ie/.​​The FSPO is an independent body set up to resolve complaints between companies and their customers. Please be advised; the FSPO will not consider a complaint unless the customer has already provided Helpers.ie with an opportunity to resolve a complaint in line with this complaints handling process.

Financial Ombudsman Service

Please Contact us here if you would like to file a complaint against Helpers.ie 

 

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