What to Do If You Need Additional Help or Have Complaints

At FundLocal, we are committed to providing excellent service to ensure your experience is smooth and satisfactory. If you encounter any issues during the application process, have questions that aren’t being resolved, or need to address a complaint, we are here to help. This guide will walk you through the steps for seeking additional assistance and how to submit a complaint if needed.

If you find yourself needing more guidance or support at any point in the process, there are several ways to get the help you need quickly:

1. Contact Customer Support Directly

For most inquiries or concerns, the first step is to contact FundLocal’s customer support team. Our support staff is trained to assist with application questions, loan details, account management, and technical issues.

• Phone: Reach us at [Insert Phone Number] during regular business hours (9:00 AM – 5:00 PM, Monday through Friday).

• Email: Send your inquiries to [Insert Email Address], and expect a response within 1-2 business days.

• Live Chat (if available): Use the live chat feature on our website to connect with an agent in real-time.

• Best For: Urgent issues, questions about your application status, help with submitting documents, or technical difficulties.

2. Check the FundLocal Help Center or FAQ Section

Before reaching out to support, consider checking our Help Center or FAQ section on the website. These resources provide answers to many common questions, including application requirements, loan terms, and troubleshooting issues with your account.

• Best For: Quick answers to frequently asked questions, such as how to upload documents, check your application status, or update account information.

3. Escalate the Issue if Not Resolved

If you’ve contacted customer support but feel that your issue has not been adequately addressed, you can request to have your issue escalated to a supervisor or manager. This step is important if your situation requires further attention or a higher level of decision-making.

• How to Escalate: Request escalation via phone or email, specifying that you would like a manager or senior team member to review your case.

• Best For: Issues that remain unresolved after your initial contact with support or cases requiring special consideration, such as complex loan terms or urgent application concerns.

4. Reach Out via Social Media

FundLocal may also offer support or allow you to submit inquiries via social media platforms, such as Twitter, Facebook, or LinkedIn. These platforms can be a way to receive responses or direct you to the right channels for help.

• Tip: Be sure to send private messages with detailed information about your issue rather than posting sensitive information publicly.

While we strive to make your experience as positive as possible, we understand that issues or dissatisfaction may arise. If you feel that your concerns haven’t been addressed to your satisfaction, you can submit a formal complaint.

1. Submitting a Complaint via Email

If you have a formal complaint regarding the service you’ve received, the application process, or other concerns, the most direct method is to submit your complaint via email.

• Email Address: Send your complaint to [Insert Complaints Email Address] with the subject line “Complaint Submission – [Your Name]”.

• Details to Include:

  • Your full name and business information.

  • A clear explanation of the issue you encountered.

  • Any supporting documentation or correspondence related to the issue.

  • Your desired resolution (if applicable).

• Response Time: Our team will review your complaint and respond within 5 business days.

2. Submitting a Complaint Through the Contact Form

You can also submit a complaint via the online contact form available on the FundLocal website. This method is useful for less urgent complaints or for tracking purposes.

• How to Submit:

  1. Navigate to the Contact Us page on the website.

  2. Fill out the contact form with your details, selecting “Complaint” as the reason for contact.

  3. Provide a detailed description of your issue and any relevant documentation.

• Best For: Non-urgent complaints or follow-ups on previously submitted issues.

3. Filing a Complaint by Phone

If your complaint is urgent or requires immediate attention, you can contact FundLocal via phone to speak directly with a representative.

• Phone: Call [Insert Phone Number] to file your complaint.

• Hours of Operation: Phone lines are open from 9:00 AM – 5:00 PM, Monday through Friday.

• Best For: Urgent or time-sensitive complaints that need immediate resolution.

After submitting your complaint, here’s what you can expect from the FundLocal team:

1. Complaint Review and Investigation

Your complaint will be reviewed by the appropriate department to ensure that all aspects of your concern are understood. This may involve gathering additional information or investigating the issue further.

• Timeline: Complaints are typically reviewed within 5 business days. If additional investigation is needed, you will be informed of any extended timelines.

2. Response and Resolution

Once the review is complete, you will receive a response outlining the steps taken to address your complaint. In many cases, this will include a resolution or an explanation of any actions taken to resolve the issue.

• Resolution: If your complaint involves a financial error, account issue, or dissatisfaction with customer service, we will work with you to reach a resolution that is fair and in line with FundLocal’s policies.

3. Escalation If Necessary

If you are not satisfied with the outcome of your complaint, you can request further escalation. Our goal is to resolve all issues in a timely and satisfactory manner, but if further action is needed, we will work with you to ensure your concerns are addressed.

1. How long does it take to receive a response after submitting a complaint?

• You will typically receive a response within 5 business days after submitting your complaint. For urgent issues, contact FundLocal by phone for a quicker resolution.

2. Can I speak to a supervisor if my issue isn’t resolved?

• Yes, you can request to have your case escalated to a supervisor or manager if you feel your issue hasn’t been adequately addressed.

3. What information should I include in my complaint?

• Be sure to include your name, business details, a clear description of the issue, any supporting documents, and your desired outcome (if applicable) when submitting a complaint.

4. Can I submit a complaint through social media?

• While you can reach out to FundLocal for assistance via social media, it’s recommended to use email or the contact form for formal complaints to ensure proper handling.

If you need additional assistance or have a complaint, don’t hesitate to contact FundLocal. We’re here to help ensure your experience is positive and that any concerns are resolved as quickly as possible. Reach out to us today via phone, email, or our online contact form!