FSPO Public Consultation – Draft Customer Charter and Customer Action Plan

Under Government policy, each State Body or agency is required to have in place a Customer Charter and Action Plan.

The Customer Charter should outline the State body’s commitment to providing services to its customers in accordance with the Principles of Quality Customer Service for Customers and Clients of the Public Service.

The Customer Charter should define service standards in clear terms and simple language and should inform customers of contact and feedback mechanisms.

In addition, the Customer Charter should be supported by a Customer Action Plan, which describes in detail how the commitments and standards set out in the customer charter, and other customer service improvements, will be delivered and evaluated by the State body.

This Action Plan sets out the specific commitments and corresponding performance indicators that define how each will be implemented.

The Financial Services and Pensions Ombudsman has developed a draft Customer Charter and Customer Action Plan, and is now asking for feedback in this consultation on the content of these draft documents.

The FSPO Customer Charter and Customer Action Plan will be open for comments and feedback by the public until 7 January 2022.

We welcome your feedback through our online form here: FSPO Customer Action Plan & Customer Charter - Public Consultation (, or by email to

Following the review of this feedback, the updated Charter and new Action Plan will be published on the FSPO website.

View or Download a copy of the 'FSPO Public Consultation Paper - Draft Customer Action Plan and Customer Charter' in PDF.