Complaints Policy

Policy

  1. Where CRIF VisionNet Limited receives a verbal complaint about the SoloCheck.ie service, it will offer the consumer the opportunity to have the issue treated formally, and explain that all formal complaints need to be be made in writing and addressed in the first instance to: support@solocheck.ie
  2. CRIF VisionNet will acknowledge each complaint in writing within 5 business days of the complaint being received.
  3. CRIF VisionNet will provide the complainant with the name of an individual who is to be the complainant’s point of contact in relation to the complaint until such time as the complaint is resolved or cannot be processed any further.
  4. CRIF VisionNet will provide the complainant with a regular written update on the progress of the investigation of the complaint at intervals of not greater than 10 business days.
  5. CRIF VisionNet will attempt to investigate and resolve a complaint within 25 business days of having received the complaint and advise the complainant in writing of the outcome of the investigation by means of a “Final Response Letter” within 5 business days of completion of the investigation.
  6. Where the 25 business days have elapsed and the complaint is not resolved, CRIF VisionNet will inform the complainant of the anticipated timeframe within which the complaint is expected to be resolved. At this point, CRIF VisionNet will also inform the complainant of their right to refer the matter to The Competition and Consumer Protection Commission at Bloom House, PO Box 12585, Railway Street, Dublin 1, D01 C576.
    Consumer Helpline: 01 402 5555 Website: CCPC.ie

Final Response Letter

The Final Response letter will include the following content

  1. Contain a detailed account of the dispute at hand;
  2. Address all issues outlined in Complainant’s Complaint Form;
  3. Quote the applicable agreement and relevant conditions/terms of business, etc. ;
  4. Give details of any redress offered to the Complainant by CRIF VisionNet;
  5. State that it is the Final Response of CRIF VisionNet for the purpose of referring the matter to the Competition and Consumer Protection Commission; and

Complaints Procedure

On receiving a written complaint CRIF VisionNet’s contact for complaints will follow the steps below

  1. Enter details of the initial complaint received in the Complaints Register.
  2. Issue an initial acknowledgement letter to the complainant within 5 business days of the complaint being received and nominating an appropriate point of contact for the Complainant to liaise with regarding their complaint.
  3. The nominated point of contact shall investigate the complaint in a prompt manner in order to finalise CRIF VisionNet’s final response within the 25 day deadline.
  4. The nominated point of contact shall provide the complainant with a regular written update on the progress of the investigation of the complaint at intervals of not greater than 10 business days.
  5. Compose & Issue the final response letter within 5 days of completing the investigation or inform the client that the complaint cannot be resolved as the case may be.
  6. Monitor the ongoing progress of the complaint and update the Complaints Register for the outcome of the complaint investigation.