Our online complaint form will be unavailable on Thursday 21st of May from 11:00 to 12:15 for essential maintenance. We apologise for any inconvenience.
Complaints about our own services
Please contact our Customer Service Unit. You can contact us:
- by email to servicecomplaints@fspo.ie
- by phone on +353 1 567 7000
- by writing to us at Lincoln House, Lincoln Place, Dublin 2, D02 VH29.
Complaints about our service that we can and cannot consider
We can consider complaints about the standard of service we provide. This includes promptness, politeness and professionalism.
You may complain about the way we have handled a complaint against a pension provider or financial service provider, but not about its outcome.
We cannot comment on the facts or outcome of a complaint investigation against a pension provider or financial service provider. This includes the outcome of mediation, or the Ombudsman's decisions and determinations about:
- whether we look into a complaint about the conduct of financial service provider or pension provider
- whether to uphold, substantially uphold, partially uphold, or reject a complaint
- what compensation to direct, if any.
How we will respond to a complaint about our service
- We will investigate complaints fairly and impartially.
- Your complaint will be investigated by a different team from the one whose service you are complaining about.
- We will log your complaint and acknowledge receipt within 3 working days.
- We aim to complete our investigation within 20 working days. If that is not possible, we will keep you updated of our progress.
Complaints Handling Procedure – Disability Act 2005
The FSPO has a Disability Complaints Handling Procedure which sets out how the FSPO manages complaints in accordance with the Disability Act 2005.
Complaints Handling Procedure – Equal Status Act 2000-2015
The FSPO has a complaints procedure which sets out how the FSPO manages complaints in accordance with the Equal Status Act 2000-2015.