Mission
and Vision

 

Our Mission

Resolve complaints in a fair and timely way leading to better financial and pensions services

Our Vision

A progressive financial services and pension environment built on trust, fairness and transparency, where complaints are the exception.

Our Values

The FSPO is a values driven organisation. Our values are embedded in our processes and procedures through our ongoing training and development programmes. In the creation of our Strategic Plan 2025-2027, our staff clearly and consistently articulated the importance of our values and the concept of public service in their everyday work. At the heart of our values is a deep desire to deliver the best possible service for our customers.

Respect

  • We will foster a culture of respect, dignity, equality and diversity that acknowledges the value and contribution of our team, encourages collegiality and promotes a positive and healthy working environment for all.
  • We will support our staff and ensure their welfare is respected and protected, including in their communications with our customers and other stakeholders.
  • We will treat all customers courteously and fairly, with an expectation of mutual respect.
  • We will champion a climate action agenda and respect our lived environment.

Fairness

  • We will provide an impartial, independent, objective service, dealing with each complaint based on its own merits.
  • We will listen to all parties in dispute, asking questions to redress the balance between them.

Integrity

  • We will uphold the highest ethical standards.
  • We will earn trust by delivering our services in an unbiased, transparent and professional manner.
  • We will respect the confidentiality of those seeking our services.
  • We will be independent in how we handle complaints, yet accountable to the people and to the Oireachtas.

Accessibility

  • We will be responsive to the needs of our customers.
  • We will communicate clearly and in a professional manner.
  • We will provide guidance and support to access our services.

Effectiveness

  • We will continuously seek ways of improving how we communicate and deliver our services.
  • We will seek to deal with every complaint in the most effective, efficient and timely manner.