Financial Services and Pensions Ombudsman Overview of Complaints 2024.

Hello, my name is Liam Sloyan, and I’m the Financial Services and Pensions Ombudsman.

We have just published our Overview of Complaints for 2024. It gives you the data, case studies and analysis of the complaints we received for the year.

As the Ombudsman there are a few things I want to highlight:

• We are still receiving historically high numbers of complaints against financial service providers: there were 6,182 complaints in 2024.
• And the number of complaints we have closed continues to grow, with 5,907 complaints closed. This is a 14% increase from 2023.
• Our mediation service has been very successful. In 2024, 90% of the complaints that closed, closed in our early-stage processes and in mediation.
• Last year, I encouraged financial services providers to consider if they could address more of their complaints before they come to us. It is clear that some providers have had alot of success in this regard. However, for other providers the number of complaints continues to grow. We would encourage all providers to do what they can to reduce the number of complaints arising, and when they arise to address them at the earliest possible stage.

I hope you find my Overview informative. You can find more information about our services on fspo.ie.