Mission, Vision and Values


Providing an impartial, accessible, and responsive complaint resolution service that delivers fair, transparent and timely outcomes for all our customers, and enhances the financial services and pension environment.


A progressive financial services and pension environment built on trust, fairness and transparency, where complaints are the exception.


Our Values


We will adopt an impartial, independent, objective approach, dealing with each complaint based on its own merits.

We will listen to all parties in dispute, asking questions to redress the balance between them.


We will be responsive to the needs of our customers.

We will communicate clearly and in a professional manner.

We will provide guidance and support to access our services.


We will be independent in how we handle complaints, yet accountable to the people and to the Oireachtas.


We will continuously seek ways of improving how we communicate and deliver our services.

We will seek to deal with every complaint in the most effective, efficient and timely manner.


We will uphold the highest ethical standards.

We will earn trust by delivering our services in an unbiased, transparent and professional manner.

We will respect the confidentiality of those seeking our services.