Customer Service
The Financial Services and Pensions Ombudsman (FSPO) is an independent, fair, and impartial service that helps resolve complaints with regulated financial service providers and pension providers. Our aim is to provide the highest quality of service to all customers. The following documents will assist in explaining how we operate and what standards of service you should expect when dealing with our Office.
Customer Charter
The purpose of the FSPO's customer charter is to outline the standard of service and behaviour which should underpin our interactions with our customers.
Customer Action Plan
Our aim is to provide the highest quality of service to all customers. The Customer Action Plan, describes our policy of encouraging feedback from customers, evaluating that feedback and, where possible, continuously improving on the quality of service offered.
Customer Engagement Policy
This policy sets out how the FSPO will engage with our customers and other stakeholders and expresses our aim to foster an environment of mutual respect between team members in the FSPO and those we serve.
Complaints about our own Services
You may make a customer service complaint to us if our service falls short of what you consider acceptable. All complaints will be dealt with promptly and in an objective and courteous manner. When you're making a complaint about our service, please tell us:
- the name of the team member you are complaining about
- relevant dates and times
- what happened - describe the incident or problem
- details of any phone conversations, letters and meetings that caused the complaint.
How to complain about our service
Please contact our Customer Service Unit. You can contact us:
- by email to servicecomplaints@fspo.ie
- by phone on +353 1 567 7000
- by writing to us at Lincoln House, Lincoln Place, Dublin 2, D02 VH29.
Complaints about our service that we can and cannot consider
We can consider complaints about the standard of service we provide. This includes promptness, politeness and professionalism.
You may complain about the way we have handled a complaint against a pension provider or financial service provider, but not about its outcome.
We cannot comment on the facts or outcome of a complaint investigation against a pension provider or financial service provider. This includes the outcome of mediation, or the Ombudsman's decisions and determinations about:
- whether we look into a complaint about the conduct of financial service provider or pension provider
- whether to uphold, substantially uphold, partially uphold, or reject a complaint
- what compensation to direct, if any.
How we will respond to a complaint about our service
- We will investigate complaints fairly and impartially.
- Your complaint will be investigated by a different team from the one whose service you are complaining about.
- We will log your complaint and acknowledge receipt within 3 working days.
- We aim to complete our investigation within 20 working days. If that is not possible, we will keep you updated of our progress.
Complaints Handling Procedure – Disability Act 2005
The FSPO has a Disability Complaints Handling Procedure which sets out how the FSPO manages complaints in accordance with the Disability Act 2005.