Make a Complaint against a Regulated Financial Services Provider

If you have a complaint about a financial services provider (that is regulated by Central Bank of Ireland), you should first discuss it with the firm itself.

Under the Central Bank’s Consumer Protection Code, all in-scope financial services firms must have a complaints handling procedure in place. This procedure should be available on the firm’s website. Alternatively, you can request a copy of it from the firm.

If you are not satisfied with the response from the financial services provider, you have the right to refer your complaint to the Financial Services and Pensions Ombudsman (FSPO).

Central Bank of Ireland generally does not investigate individual consumer complaints about financial services firms.

Refer your complaint to the Financial Services and Pensions Ombudsman (FSPO)

The FSPO is the independent body that investigates and resolves complaints from consumers.  

The FSPO deals with complaints:

  • Against financial services firms, including financial advisors and financial products
  • About any person responsible for managing your employer pension scheme or PRSA.

The FSPO will let you know if you need to take any further measures to address your complaint.

If you have reasonable grounds to believe that there has been a breach of financial services legislation, you can submit a protected disclosure to the Central Bank.  

While Central Bank of Ireland is  responsible for considering – and following up on – complaints relating to non-compliance of financial services firms with the EAA, the FSPO is an independent, impartial, and free service in Ireland that resolves complaints from consumers and small businesses against financial service and pension providers.

If you have a complaint regarding the EAA, we encourage you to raise it with the relevant firm in the first instance, and subsequently with the FSPO if you are not satisfied with the response from the firm.

You should also consider whether the Workplace Relations Commission should deal with your complaint. The Workplace Relations Commission is responsible for dealing with equal status complaints where firms may have failed to meet requirements under the Equal Status Act, which prohibits discrimination in the provision of goods and services, accommodation and education under certain grounds (including disability). The FSPO cannot investigate complaints on matters that are within the jurisdiction of the Workplace Relations Commission.

You can also submit a complaint to the Central Bank. We would encourage you to do this where you believe the underlying issue is widespread or systemic and may affect numerous consumers. Examples of widespread issues could include information on websites, apps or mobile services not being provided in a way that is accessible.

Such issues tend to affect large numbers of users, and can be widespread, persistent or connected to other issues. If making a complaint, you should submit documentary evidence if possible.

Each complaint we receive is robustly assessed and investigated as necessary. Please be aware that in accordance with our statutory obligations of confidentiality, the Central Bank cannot disclose the details of any actions that we might take against individual firms on foot of the information provided to us.

If you wish to make a complaint to the Central Bank with regards to the EAA, you can email [email protected]. Alternatively, you can contact us by phone on 0818 681 681 or +353 (0)1 224 5800. Phone lines are open Monday to Friday, 9.00 - 17.00.

Please ensure that “EAA alleged non-compliance” is in the subject line of your correspondence with the Central Bank.

Further information

Read the Competition and Consumer Protection Commission's guide to help you, should you wish to make a complaint against a regulated financial service provider.