1. Services provided to the public including administration of an enactment/scheme
Strategic Banking Corporation of Ireland (SBCI) commits to respond to all queries from interested parties promptly, including queries that may relate to eligibility to avail of SBCI-supported funding.
A list of the types of SBCI products which are usually available in the market is set out below:
- Loan Schemes
- Term Loans
- Leasing and Hire Purchase
- Invoice Finance
If you require further information about SBCI’s current products please click here.
2. How such services can be accessed
SBCI’s current products can be accessed through SBCI’s on-lending partners.
3. Review or appeal rights relating to such services
SBCI does not lend directly to any person under its products. Rather, funds are lent through SBCI’s on-lending partners. In the event that an application for credit is unsuccessful, the applicant should channel its query directly to the relevant SBCI on-lending partner, who each operate an internal appeals process. Links to our current on-lending partner websites are provided here.
If the applicant’s internal appeal is unsuccessful, it can then refer the case to the Credit Review Office. Information about the role of the Credit Review Office and the eligibility criteria for review can be found on its website at www.creditreview.ie
Our Customer Charter
This customer charter outlines SBCI’s commitment to ensuring that our customers are at the heart of our decision making and that we offer excellent customer service. It also describes the standards of service that you can expect to receive from us.
Our Vision
Recognising SBCI’s role in delivering policy initiatives for the SME market in particular, our vision is supporting economic development in Ireland by driving increased access to finance.
Our Mission
Our mission is to support growth, prosperity and the transition to sustainability by driving competition, enabling innovation and improving access to finance in the Irish credit market.
Our Purpose
SBCI was set up in 2014 to avail of both national and international funding and guarantees for the purpose of making lower cost, longer-term credit available to enterprises and other persons in the State, and in particular, SMEs. We primarily aim to help SMEs fund their ambitious business plans by creating a more competitive and dynamic environment for funding. We provide wholesale finance and guarantees to Irish lenders, including banks, non-banks and credit unions, so that they can in turn provide finance on favourable terms to Irish SMEs and other persons in the State, ensuring that the benefit of SBCI support is delivered to borrowers.
SBCI’s products are designed to fill gaps in the Irish credit market. Loans supported by SBCI will generally be at a lower interest rate, have reduced security requirements or be of a longer term than is available in the market.
Our Customers
Our customers are our on-lending partners, which include banks, non-banks and credit unions. A range of Government Departments are also considered to be key customers where we deliver ongoing services to them.
Whilst not SBCI’s customers, (given they have a contractual relationship with the relevant SBCI on-lending partner and not with SBCI), SBCI does have regard to those persons who take up SBCI’s products (i.e. the final beneficiaries), being primarily SMEs and Small Mid-Cap companies, with a small minority being individuals.
Delivering for our customers – our commitments
We are committed to offering our customers high quality services that meet their needs.
We promise to:
- Always provide our customers with quality services
- Treat all customers equally, with courtesy and respect
- Be open, consultative and listen to our customers, and develop our products and services in response to their feedback
- Provide information that is clear, timely and accurate
- Apply the highest standards of integrity
- Foster the trust of our customers through quality service and honest communication
- Ensure the material on our website www.sbci.gov.ie is up-to-date and accessible
- Acknowledge all written correspondence within 5 working days of receipt and include a contact name, telephone number and/or email address on replies
- Write in plain language and explain any technical terms where it is necessary to use them
- Answer and respond to all telephone calls promptly
- If we cannot deal with your query immediately, we will take your details and will call you back as soon as possible
- Publish our Customer Charter on our website
Feedback and Complaints
SBCI welcomes your feedback which we regularly evaluate to see how we can further improve the services we provide to our customers. If you have feedback or a complaint in relation to our customer service, you can contact us by:
E-mail: complaints@sbci.gov.ie
Phone: +353 1 238 5505
Writing to: Strategic Banking Corporation of Ireland, Treasury Dock, North Wall Quay, Dublin 1, D01 A9T8
Once we receive your complaint, we will try to resolve it as quickly as possible. However, depending on how complex the issue is, we may need some time to resolve it. We will contact you within 5 working days to acknowledge receipt of your complaint, and will provide you with regular updates on the progress of our investigation into your complaint until it is resolved.