Online Complaint Form

Introduction

There are a number of steps you will need to go through to submit an online complaint to us.
Completing our complaint form should take around 30 minutes. It is not, for data protection reasons, possible to save the form mid-way, it must be completed in full.

Step 1
Complain to your Financial Service Provider and allow it the time to try and resolve your complaint
Step 2
Submit online complaint form, give details of your complaint and the referral letter from the Financial Service Provider
Step 3
Preview and submit your complaint

When submitting your online Complaint Form it is important that you present your complaint in a clear and concise manner. You should detail what has happened to date, and how you feel you have a legitimate complaint. On submitting your online Complaint Form it is important that you include copies of relevant documentation. It is vital that you submit the referral letter from the Provider stating that its internal procedure has been exhausted and the complaint cannot be resolved. A facility to upload these documents electronically is available. If you are unable to upload your documents or the attachments are too big, please send them to us in the post or via email info@fspo with your reference number clearly stated. Your reference number will be issued when you submit this online Complaint.

Fields marked with a red asterisk (*) are compulsory.

Please note that if your Financial Service Provider has either failed to engage with you or a period of 40 days has passed since you made a complaint to it you may submit a complaint to this office without the referral letter from the Provider.

This is an important document.
Please ensure the Form is filled in correctly before sending it to this office.

Introduction

Section A

Complainant 1

Title:
Gender:

Does this complaint concern a policy or account which is in joint names?

If this complaint concerns a policy or account is in joint names, this form needs to be signed by both account holders or policyholders, with details of the second complainant noted below.

The following address is going to be used for all correspondence

Please note that email is our preferred method of communication for routine correspondence

If you wish SOMEONE ELSE (e.g. a professional advisor or relative) to represent you in this complaint, please give their detail here.

Please note that all future correspondence will be sent to this person only
(This will include your personal and private data)

Accessibility and practical needs

Do you require any special assistance?
Do you have any practical needs?

Are you complaining on behalf of a business

Please select which of the below your complaint relates to:

Section D: Your Complaint

*(you may use bullet points or upload a document if necessary)

Is there any other person who might be adversely affected by the FSPO's Decision on the complaint?


If you are seeking payment of a sum of money or if you have suffered a financial loss, please provide any supporting documents or relevant calculations.

Upload Your Documents

Please be advised that the maximum size for a document is 1.9 GB. If you need to send any larger document, please firstly complete the online complaint form, once a online reference number has been created you may send the information to info@fspo.ie - please include your reference number with the information.

Section E: Final Checklist

Have you complained to your provider and attached your final response letter?

Have you described your complaint to us and how you would like the complaint resolved?

Have you attached a copy of all relevant documentation relating to the complaint?

Time limits apply: Have you confirmed details of the policy/product when it was sold and by whom?

If the complaint relates to a joint policy/account/mortgage etc. Have both policy/account/mortgage holders signed the complaint form?

Is, or has, your complaint been the subject of any legal proceedings (whether ongoing, finalised or pending)?

Has your complaint been before any court?

Has your complaint been before any other tribunal?

Have you previously had a complaint with the Financial Services and Pensions Ombudsman, Financial Services Ombudsman or the Pensions Ombudsman?

Do you wish to involve any other provider in this complaint?
We would like to get your opinion about our service. Please confirm if you agree to receive a survey for this purpose

Section F: Data Privacy Statement

This Privacy Statement provides information about the ways in which the Financial Services and Pensions Ombudsman (FSPO) (“we”, “us”, “our”) uses your personal data. We use your data to exercise our official functions as laid down in the Financial Services and Pensions Ombudsman Act 2017 and we do so in accordance with the Data Protection Regulation (EU) 2016/679 (the “GDPR) and any national implementing legislation (“Applicable Data Protection Law”).

How we use your data when processing your complaint:

  • We only request data which we will need to investigate the complaint. We collect this information via our complaint form, written correspondence, or telephone. We do not track, record or retain phone conversations, however, we may keep a written note of your call.
  • In course of processing a complaint, we share all relevant data with the parties to the complaint. When we collect personal data, including special category data, we will take appropriate measures to ensure that it is safely processed.
  • We routinely gather and publish complaint case studies. We also publish all legally binding decisions made on complaints against financial service providers. We take great care to ensure that all information in these publications is anonymised so that individuals are not identifiable.
  • The personal data contained in complaint files is kept for at least 12 years from the date of the last action on the file and may be stored for longer for precedent/historical purposes. Further information is set out in our Records Management Policy.

Disclosure:

To process your complaint we may have to share personal data with third parties such as our external consultants, our legal representatives, or in certain instances, the Central Bank of Ireland. We will only share your data as required where it is for the performance of our functions and/or where we are obliged by law to disclose the data, for example to An Garda Síochána.

Contacting us by email:

Any emails sent to us are recorded and forwarded to the relevant section. The sender’s email address remains visible to all staff tasked with dealing with the query.

CCTV:

We have CCTV recording in operation at our offices for the safety and security of customers, staff and to assist in the prevention of security breaches.

Keeping your personal data safe:

We employ high standards of physical and technical security to protect the confidentiality of your personal data. All staff are aware of the standards of data security expected of them and the processing of personal data in relation to complaints is limited to staff who are authorised to deal with complaints.

Using our website

Our website (www.fspo.ie) has introduced cookies with effect from 01 January 2018. Our website uses both session cookies and persistent cookies. Within your browser you can choose whether you wish to accept cookies or not. Please see our cookie policy here (insert URL).

Access to personal data:

You can make a request for your personal data here (insert link to data access request form) or you can contact our Data Protection Officer via email at dataprotection@fspo.ie or
in writing to Data Protection Officer, Financial Services and Pensions Ombudsman, Lincoln House, Lincoln Place, Dublin 2, D02 VH29.
If you would like to ask that we amend your data or seek erasure of your data, please contact our DPO.

Right to Object:

You can object to our use of your data. If you do object, the FSPO shall no longer process your personal data unless the FSPO can demonstrate legitimate grounds to continue to do so under the Applicable Data Protection Law. If your objection is successful it may be necessary to close your file, however, your data will be retained in line with our Records Management Policy and Retention Schedule.

Complaint to Data Protection Commissioner

We hope you are satisfied with our use of your data. However, if you wish to make a complaint you may do so by contacting the Data Protection Commissioner at info@dataprotection.ie

Changes to this Privacy Statement:

This Privacy Statement will be reviewed as required in light of any legislative or other relevant developments.

Section G: Declaration

The FSPO will treat all information submitted in accordance with the purposes registered under the Data Protection Acts 1988 & 2003.

YOUR PERMISSION TO PROCEED

By submitting this complaint to the FSPO, I understand:

  • Where a complaint has not been settled between the parties, or withdrawn, that complaint will be the subject of a formal Decision in writing from the FSPO, the terms of which will be legally binding on the parties.
  • A Legally Binding Decision of the FSPO is open to review, only by way of an appeal to the High Court not later than 35 days after the date of notification of the Legally Binding Decision.
  • The FSPO routinely gathers and publishes complaint case studies, and also publishes all legally binding decisions made on complaints against financial service providers. Please note that great care is taken to ensure that all information in these publications is anonymised

You need to sign here, even if someone else is complaining on your behalf. If the complaint concerns a policy or account which is in joint names, this Form must be signed by both holders.

Verification Code