This Complaints Policy applies to you if you are a customer of LemFi Europe (legally known as LemFi Europe LTD).
If you'd just like to speak to someone about an issue that's concerning you, please contact us through the LemFi app or visit our LemFi | Contact Us.
We can usually settle matters quickly through the app.
Reporting fraud
If you believe your LemFi account has been compromised, or that an unauthorised or fraudulent transaction has been made from your account, please contact us immediately at fraudnotifications@lemfi.com. We also recommend that you report the incident to the relevant law enforcement authority.
How to make a complaint
If you feel that LemFi has not met your expectations, you can submit a complaint by emailing complaints@lemfi.com.
Please include as much information as possible, including the reason for your complaint, any relevant transaction details, dates, amounts, screenshots or supporting documents.
We are committed to investigating and resolving complaints in a timely manner. Should we require additional information, we may contact you via email.
In all cases, we will acknowledge receipt of your complaint within five business days, confirming that it is under review.
We aim to provide a final response within 15 business days of receiving your complaint. In exceptional circumstances, where we are unable to provide a final response within this timeframe for reasons beyond our control, we may extend this period up to 35 business days. If this happens, we will explain the reason for the delay and confirm when you can expect to receive our final response.
Upon completion of our investigation, we will issue a final response explaining the outcome of our review.
Escalating your complaint (EU residents)
If you remain dissatisfied with our final response, or if you have not received a final response within the applicable timeframe, you have the right to refer your complaint to an independent, out-of-court dispute resolution body.
As LemFi Europe is regulated in Ireland, you may submit your complaint directly to the Irish Financial Services and Pensions Ombudsman (FSPO).
You may also contact the relevant dispute resolution body in your own country through the European Commission's FIN-NET network, which helps consumers with cross-border financial services complaints.
Option 1: Via your local Financial Ombudsman (recommended)
You can submit your complaint to the consumer dispute resolution body in your own home country. Through the European Commission's FIN-NET network, your local body will act as a bridge — allowing you to lodge the complaint in your native language. They will help you format it and securely transfer it to the Irish FSPO for investigation.
- You can find the contact details and website for your local network member in the official European Commission FIN-NET Directory.
Option 2: Directly to the Irish FSPO
You can submit a complaint directly to the FSPO using its online complaint form. The FSPO generally requires you to complain to your provider first and provide a copy of the provider's final response letter or Notice of Determination.
Please note that the FSPO conducts all its official proceedings and correspondence exclusively in English or Irish.
To submit directly to the FSPO, you can use their online portal at www.fspo.ie. You will be required to provide:
- A completed FSPO complaint form.
- A copy of this Final Response Letter.
If you have any difficulty in submitting your complaint directly to the FSPO, you can contact them by phone at +353 1 567 7000 or via email at info@fspo.ie.
