Complaints

Complaints Handling Policy 

Humm recognises that compliments, complaints and other forms of feedback provide valuable information on levels of client satisfaction and provide our organisation with an opportunity   to   improve   upon all aspects of service and ensure we continue to focus on treating customers fairly. This process has been created to meet the standards and requirements that we set for ourselves as a responsible consumer credit business and to align with the requirements and expectations of both the Central Bank of Ireland and The Financial Services & Pensions Ombudsman (FSPO).  

How do I make a complaint?

We always endeavour to treat our customers fairly and deliver a high standard of service in all areas. If for any reason you are unhappy with the service provided, we would encourage you to discuss your concerns with our complaints handling team.

You can contact us by:

Sending a letter to: humm Level 4, No.5 Custom House Plaza, Harbourmaster place, Dublin 1, D01 AH36

Sending an e-mail to: [email protected]; or here

Calling us on (01) 960 1601

To assist us in dealing with your complaint fully and as quickly as possible please ensure any communication you send us contains as much detail about your complaint as possible. You should ensure you include.

• your full name, address, and postcode

• your application or contract number

• your phone/email contact details

• full details of what has caused you to make a complaint

• how you would like us to resolve your complaint

On receipt of a complaint, we will: 

• Acknowledge the complaint promptly

• Make contact to seek clarification on any points where necessary

• Fully investigate the complaint

• Discuss with you our findings and proposed response

When will you hear from us?

We endeavour to acknowledge all complaints in writing within 5 working days of their receipt, either by letter or email. We aim to send you a Final Response within 40 business days of the receipt of your initial complaint and we are obliged to send this within 7 weeks.

If you are not satisfied with our final response

Our final response letter will tell you that if you remain dissatisfied with our response you have the right to refer your complaint to the Financial Ombudsman Services & Pensions Ombudsman (FSPO) who will seek to resolve it through mediation or through investigation and adjudication.

Financial Ombudsman Service (FSPO)

Complaints to the FSPO can be made online through their Website www.fspo.ie. If you have any queries about making a complaint, they can be contacted by email to [email protected] or by telephone 353 1 567 7000.

Click here for information on how to make a complaint to the FSPO.

If you appoint someone to act on your behalf

If you ask someone else to act on your behalf you should provide us with written authority to allow us to deal with them. If you employ a professional to represent you, you will need to meet their costs yourself.

Do you have a customer leaflet on the complaints procedure?

Yes! You can download our customer leaflet and guide to complaints handling procedure by clicking the button below or clicking here.