Complaints

This procedure describes the manner in which Provantec Limited, trading as Finsera (the Company), receives, considers and responds to complaints concerning its website, enquiries and, where applicable, professional services.

Finsera is a trading name of Provantec Limited, registered in Ireland. Company No. 820186.

A complaint for the purposes of this procedure is an expression of dissatisfaction requiring a response, relating to the Company, its services, its website, or the Processing of Personal Data.

A complaint should be submitted in writing, preferably by email to info@finsera.ie, or by post to the address set out in section 9, marked for the attention of Complaints.

A complaint may also be made by telephone using the number set out in section 9. The Company may request that a telephone complaint be confirmed in writing in order that it may be properly considered.

A complaint should, so far as reasonably practicable, include:

• the complainant's name and contact details;
• the nature of the complaint, including relevant dates and persons involved;
• copies of any documents relied upon; and
• the outcome sought, if known.

The Company shall acknowledge receipt of a written complaint. The period within which an acknowledgement shall be issued is: within five business days of receipt.

The Company shall consider the complaint fairly and in good faith, and shall make such enquiries as are reasonably necessary in the circumstances. The complainant may be asked to provide further information.

Particular internal investigation procedures are: the complaint is assigned to a senior member of the team who was not directly responsible for the matter complained of, who reviews the file, speaks to relevant staff and records findings in writing.

Following consideration of the complaint, the Company shall provide a written response setting out its findings and, where appropriate, any steps it proposes to take. The period within which a substantive response shall be provided is: within twenty business days of receipt, or within a revised period communicated to the complainant where the matter is complex.

Where a matter is complex, the Company may provide an update and a revised timescale.

If the complainant is not satisfied with the response, the complainant may request that the matter be reviewed by a person within the Company who was not responsible for the original response, where such a person is available.

Internal escalation arrangements are: a request for review may be directed to a director of the Company who was not involved in the original response, who will reconsider the complaint and confirm or revise the outcome in writing.

Nothing in this procedure affects any right the complainant may have to refer a matter to a competent court or, where Applicable Law so provides, to a competent authority.

In respect of Personal Data, a Data Subject may lodge a complaint with the Data Protection Commission. The Company is not, by this procedure, stating that it is subject to any particular professional-body complaints scheme. External professional or regulatory complaint routes, if any, are: for data protection matters, the Data Protection Commission; for tax or revenue matters, the Office of the Revenue Commissioners where the complaint falls within their remit; and, where applicable law and professional membership require, the relevant accountancy or professional body. The Company will identify any applicable scheme when responding to a complaint.

Unit C4D, Nutgrove Office Park
Nutgrove Ave, Rathfarnham
Dublin, Ireland
D14 W6K3

Email: info@finsera.ie
Telephone: +353 1 232 5566