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.

Once you submit this complaint form, a copy will be emailed to you at the address you provide.
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 final response 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 final response 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.ie with your reference number clearly stated. Your reference number will be issued when you submit this online Complaint.

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 final response letter from the provider.

This is an important document.
Please complete this form fully. If you cannot complete a field please insert 'Unknown' or 'N/A'.
Fields marked with a red asterisk (*) are compulsory.

We are committed to protecting and respecting your privacy. For information on how the FSPO handles your personal data, please read the FSPO's Privacy Statement before completing the complaint form.

If you need assistance completing this form, please contact us at:
Financial Services and Pensions Ombudsman, Lincoln House, Lincoln Place,Dublin 2, D02 VH29
Tel: +353 1 567 7000 Email: info@fspo.ie

If you have accessibility requirements or practical needs in making your complaint, please contact our Access Officer by email at access@fspo.ie, or by using the contact details above.

Back to introduction

Section A

Complainant 1

Title:
Gender:

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

If Yes, please fill out the details of the second account holder below.
Both account holders must sign Section F 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 details here.

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

Are you complaining on behalf of a business

Please select which of the below your complaint relates to:

Section D: Your Complaint

All sections below must be completed, please do not leave any section blank.
If you are unable to complete any section please insert 'Unknown' or 'N/A' but do not leave the field blank, as this may cause a delay

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 relevant calculations.

Upload Your Documents

Section E: Final Checklist

Have you complained to your provider and given them an opportunity to investigate?

Have you attached the provider's 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 when the policy/product was sold and by whom (Section B and/or Section C)

If the complaint relates to a joint policy/account/mortgage etc. please ensure you have completed the details for complainant 2 in Section A.

Has your complaint been before a court or tribunal, or been the subject of arbitration?

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 by email for this purpose

Section F: Declaration

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. Great care is taken to ensure that all information in these publications is anonymised so that individuals cannot be identified by name, address or otherwise.

Please tick the box to give your permission to proceed.

You are requested not to submit original documents, USBs or CDs to the FSPO. Only legible copies of documents should be submitted and you should retain your original documents for your own records. Any hard copy documents we receive are scanned to our complaint management system. It is the policy of the FSPO to confidentially dispose of hard copy documents received by shredding.

If it is not possible to submit copies and you need your original documents returned, then please indicate this below. Please do not use staples or paperclips.

Do you need hard copy submission returned?

User Authentication