WHAT IS A COMPLAINT?
A complaint, as defined by this Policy, is defined as follows:
An expression of dissatisfaction made to the company, related to our products and services, or the complaint-handling process itself, where a response or resolution is explicitly or implicitly expected.
Any complainant who is dissatisfied with a product or service provided by the Company or one of its business partners, for any reason, may contact the company to complain. We have determined that best, fastest method of complaint transmittal is by email, but verbal and written complaints will be processed and given the same level of consideration as email.
ACKNOWLEDGEMENT OF COMPLAINTS AND RECORDS RETENTION
We are committed to acknowledging all complaints immediately upon receipt. Once a complaint has been received, we will undertake an initial review of the complaint.
We will endeavor to resolve complaints within three business days of receiving the complaint, but this will not be possible on all occasions. Where our review exceeds three business days, we will contact you to inform you of the reason for the delay and indicate to you when we expect to be in a position to complete our review of the complaint.
As noted above, complainants will immediately receive receipt of their complaint. Complaints may also be submitted by writing or by telephone at:
Compliance Officer
United Bikers Credit Corp
100 Cummings Center, Suite 233G
Beverly, MA 01915
Telephone: 978-219-2912
WHAT INFORMATION IS REQUIRED WHEN MAKING A COMPLAINT?
When making a complaint, please provide the following information:
Your name and contact information. Please include your name along with an email address and daytime telephone number where we may reach you.
Your relationship with Ironhorse. Please specify whether you are an applicant or current customer.
The name of your contact person. Please let us know who you’ve been working with at the company.
The nature of your complaint. Please list the dates and a detailed description of the conduct giving rise to the complaint.
After reviewing the complaint, the Compliance Officer may contact you for additional information, including supporting documentation.
We will endeavor to resolve complaints within 14 business days of receiving the complaint, but this may not be possible on all occasions. Where our review exceeds 14 business days, we will contact you to inform you of the reason for the delay and indicate to you when we expect to be in a position to complete our review of the complaint.
RESPONSE TO A COMPLAINT
Once we have reviewed the complaint, we will provide you with a written response. That written response will also be provided to the Board of Directors of the firm. If you are dissatisfied with our response, you have the right to ask for reconsideration of the response by the Compliance Officer. Such a request should be made in writing and forwarded by email or by mail to the address provided above.