Customer charter

Our purpose is to resolve disputes between consumers and providers fairly and impartially.
We will investigate complaints in a timely and unbiased manner.

Our values

How to contact us

By phone: 01 567 7000.
If calling from outside Ireland: + 353 1 567 7000
Our office hours are Monday to Friday 9.15am-1pm and 2pm-5pm
If you call outside of these hours, please leave a voicemail. We will get back to you as soon as possible.

In writing
You can email us or send us a letter.
Write to: FSPO, Lincoln House, Lincoln Place, Dublin 2, D02 VH29.
If you write to us, we will:

  • acknowledge your letter or email within 3 days
  • reply in more detail within 20 working days, if possible (if not, we'll keep you informed of progress and give you the contact details of the person handling your enquiry).

When you make a complaint about a provider to the FSPO, we will:

  • acknowledge receipt of your complaint within 3 working days
  • deal with it as quickly as possible, bearing in mind that some complaints can involve complex issues
  • review the file regularly to minimise delays
  • keep you informed of progress and let you know of any unavoidable delays
  • inform you as promptly and as clearly as possible of the outcome of our investigation.

In person
Visit our office at: FSPO, Lincoln House, Lincoln Place, Dublin 2, D02 VH29.

Contacting us in Irish
If you write to us in Irish, we will answer you in Irish. We will be pleased to engage with service users who wish to conduct their business with us through Irish.

Tá láithreán gréasáin as Gaeilge á thógáil againn faoi láthair.

Beidh sé ar fáil go luath [anseo]

Equality for all
We do our best to ensure our services and facilities are accessible to everyone, including anyone with special needs. We will uphold your rights to equal treatment as established by equality legislation.