Individual complaints against regulated financial services firms or complaints about regulated financial services, must first be raised with the regulated financial services firm concerned to provide it with an opportunity to respond to your complaint. Under the Central Bank’s Consumer Protection Code, all regulated financial services firms must have a complaints handling procedure in place.
If you are not happy with the response from the financial services firm, you have the right to refer the complaint to the Financial Services and Pensions Ombudsman (“FSPO”).
The FSPO is the independent service that helps resolve individual complaints between customers* (which includes individuals and also sole traders, partnerships and companies with a turnover not exceeding €3 million) and regulated financial services providers.
Details regarding the FSPO, including how to submit a complaint, are available on the FSPO’s website.
Please see the Central Bank's Consumer Hub for further information on making a complaint against a financial service provider.
* For further information on what is meant by “customer” in this context see the definition of “complainant” in Section 2(1) of the Financial Services and Pensions Ombudsman Act 2017.