This document provides an accessible overview of Pionew Ireland Limited’s (PIL) Complaint Handling Policy. Our commitment is to address and resolve any issues our users and customers ‘consumers may experience in a fair, consistent, and timely manner. Our User Agreement also reflects information on how to submit a complaint and our complaint policy.
What is a Complaint?
A complaint is any formal, explicit expression of dissatisfaction—whether oral or in writing—from you, our consumer, regarding:
- The products or services we provide or offer.
- Our conduct or overall service.
- The handling of a transaction.
Essentially, if you are dissatisfied and expect a formal response or a satisfactory resolution, it is a complaint. The process is accessible, transparent, and free of charge to you.
How to Submit a Complaint
We ensure our complaint process is accessible through multiple channels to make it easy for you to reach us.
You can submit a complaint using any of the following methods, and we will treat it with the same priority regardless of the channel used:
- Customer Support Channels: Utilise the customer support channels available on the Webot platform.
- Complaints Web Form (preferred): You can use our complaint web form.
- Communication Types: We accept complaints communicated orally, in writing, by post, or by electronic means. To submit by Post, please use the following mailing address:
Pionew Limited Ireland T/A Webot
Complaints Department
Penrose Two (2), Penrose Dock
Cork T23 YY09
To ensure the most efficient processing of your complaint, please include the following necessary information when you submit it:
Information needed:
- Your full name
- The email address linked to your account
- Your country of residence
- A comprehensive description of the issue
- Any relevant dates or events related to the complaint
Optional Supporting Information:
- Screenshots or documents that further clarify the issue
- Your desired outcome
Complaint handling timelines
What to expect after you have submitted your complaint?
- Acknowledgement: We will acknowledge receipt of your complaint within 5 business days.
- Follow-up: If we need more information to complete our investigation and resolve your complaint, we will revert within 10 business days following receipt of your complaint.
- Response timeframe: We will aim to provide you with a response within 15 business days following receipt of your complaint.
- Exceptional Extension: In exceptional cases, the investigation may take up to 35 business days (only for reasons beyond our control). If we are unable to do so, we will inform you of the delay, the reasons for it, and when we expect to be in a position to conclude our investigation.
Delayed Response: If despite our effort to resolve your issue in a timely manner we could not reach a final resolution within 35 business days, you have the right to escalate to the Financial Services and Pensions Ombudsman (FSPO).
Our Commitment
We are committed to the following principles when handling your complaint:
- Fairness: All complaints are handled impartially, objectively, and without bias.
- Transparency: Our process is clear, and we will keep you informed of the complaint status and next steps.
- Timeliness: We will respond to your complaint promptly and professionally, ensuring it is addressed within defined regulatory timelines.
We will investigate all complaints in a fair manner to ensure a prompt and timely resolution.
Escalation to an Alternative Dispute Resolution (ADR) Body
If you remain unsatisfied with our internal resolution, or if we could not resolve your complaint within 35 business days, you have the right to escalate your complaint to an external, independent dispute resolution body.
Jurisdiction-specific information and Alternative Dispute Resolution (ADR) Bodies:
- Ireland: The Financial Services and Pensions Ombudsman (FSPO)
If you remain dissatisfied with how we have resolved your complaint, you have the right to escalate your complaint to the Financial Services and Pensions Ombudsman (FSPO).
Information on how to submit your complaint to the FSPO will be provided as part of our main communications when interacting with you to handle and resolve your complaint. The FSPO contact details (including website, phone number, and other relevant information) will be readily available to you via our communications and published materials. We are committed to cooperating with the FSPO in line with applicable law and implementing any directions or recommendations they issue. You can contact them at:
Financial Services and Pensions Ombudsman
Address: Lincoln House, Lincoln Place, Dublin 2, D02 VH29.
Phone: +353 1 567 7000
Email: info@fspo.ie
Opening Hours: 9am to 1pm and 2pm to 5pm Monday to Friday except bank and public holidays.
Further information on the FSPO can be found here.
- Other EEA jurisdictions: When you are resident of an EU country other than Ireland, you may have the right to escalate to the local authority serving the purpose of an Alternative Dispute Resolution (ADR) body, or the European Ombudsman FIN-NET.