Customer charter

Cairt Chustaiméirí

Download the FSPO Customer Charter as a PDF document

• 1. Purpose of this Charter

  The Financial Services and Pensions Ombudsman (FSPO) is an independent, fair, and impartial service that helps resolve complaints with pension providers and regulated financial services providers. There is no charge for bringing a complaint to the FSPO.

  The purpose of this customer charter is to outline the standard of service and behaviour which should underpin our interactions with our customers.

• 2. Quality of Service

  We will strive to deliver a service that is easily accessible, high quality and meets your needs.

  We aim to:

  • Promote and develop a strong customer service culture within the FSPO;
  • Equip staff with the necessary information, skills and support to ensure they are best placed to deliver a quality service;
  • Develop measurable customer service standards;
  • Ensure our services are provided in a fair and non-discriminatory manner;
  • Provide easy access to high quality guidance and information;
  • Monitor and improve the quality of our service;
  • Ensure a transparent and satisfactory procedure for dealing with complaints about our service.

• 3. Mutual Respect

  We will deal with all customers politely, be fair and helpful and deal with their enquiries as quickly as possible. We will ensure that customers are afforded privacy in their dealings with us.

  We aim to foster an environment of mutual respect between our customers and staff. In order to assist us in providing the best possible customer service it would be helpful if you would:

  • Have your reference number and accurate relevant details when making enquires in relation to your dealings with the FSPO;
  • Treat our staff with courtesy and respect and listen to their guidance as they try to provide you with the most comprehensive and efficient response to your query.

• 4. Equality and Diversity

  In our dealings with you, we will ensure that there is no discrimination on any grounds, including: gender; civil status; family status; sexual orientation; religion; age; disability; race; or membership of the Traveller community.

• 5. Physical Access

  We are committed to creating and maintaining a positive and accessible environment. We will provide clean, accessible public offices that ensure privacy, and comply with health and safety standards. We have a designated Access Officer who can be contacted by phone at + 353 1 5677000 or by email at accessibility@fspo.ie. We will facilitate access for people with disabilities and others with specific needs.

• 6. Information

  In our written, verbal and electronic communication, we aim to provide information that is clear, timely and accurate and meets the requirements of people with specific needs.

  We will respect our customers’ privacy and comply with Data Protection legislation.

• 7. Timeliness, Courtesy and Sensitivity

  Our offices and telephone lines are open to the public from 09:30 – 13:00 and 14:00 – 17:00 Monday to Friday except on Bank and Public Holidays. The FSPO responds to telephone, mail and email queries relating to our services and our corporate operation. We aim to be responsive to your needs and we will deliver our services with courtesy, sensitivity and the minimum delay.

  In dealing with our customers by telephone, we will:

  • Answer your telephone queries promptly and politely;
  • Identify ourselves to you;
  • Provide routine information on request;
  • Forward your query to the appropriate person;
  • Provide relevant contact details for the member of staff you are being directed to;
  • Ensure that voicemail greetings are updated;
  • Respond promptly to voicemail messages.

  
  In dealing with our customers in writing, we will:

  • Acknowledge all written communications within 10 working days;
  • Provide routine information on request;
  • Furnish our names and contact details on all correspondence;
  • Ensure all correspondence issuing will be in clear language that is understandable and concise;
  • If we can’t provide you with the information or the service that you require we will try to direct you to an appropriate agency.

  
  Please note that queries arising during the progression of a complaint within the Office which are legal, jurisdictional, or technical in nature will be dealt with as part of the standard business process in place and therefore the timelines above may not apply.

• 8. Choice

  We will strive to plan and deliver our services so you can access them in the way that suits you best.

• 9. Language Choice

  We will provide quality services through Irish, through English, or bilingually. Customers may choose to be dealt with through either of the official languages.

  We will make all key publications available simultaneously in both Irish and English. We will ensure that correspondence received in either of the official languages will be replied to in that language.

  We will provide interpretation as required for users of Irish Sign Language to enable full access to our services. For speakers of other languages, we will try to make our services accessible through translation or interpretation as appropriate.

• 10. Feedback and Complaints

  We want to provide the best possible service to you, and welcome all comments on our services. You can contact our Customer Service Manager at feedback@fspo.ie. From time-to-time we will carry out customer service surveys and we would welcome your participation and feedback.

  If you are unhappy about the standard of service provided by or on behalf of the FSPO we encourage you to raise this directly with the individual concerned. If the issue is not resolved to your satisfaction, you may make a formal complaint by emailing feedback@fspo.ie. The matter will be dealt with fairly and impartially and in accordance with our complaints handling procedures. If you are not satisfied with the outcome of the matter, you will have a right of appeal.