‘How to make a complaint’ video transcript

The Financial Services and Pensions Ombudsman (FSPO) is the State body with responsibility for resolving complaints against providers of financial services and pensions in a way that is fair, transparent and accessible to all. Our services are free and we are impartial and independent.

If you are unable to resolve a complaint with your financial services provider or pension provider, you can refer your complaint to us.

Here are 3 simple steps to follow before you make a complaint to the FSPO:

Step 1. Contact your financial service provider or pension provider and make your complaint clearly and formally. Tell your provider how you want it to fix the problem and give it a chance to resolve the issue.

Step 2. Your provider should deal with your complaint through its own processes and will provide you with a final response letter. This letter should explain what the provider has done to investigate your complaint and advise you to contact the FSPO if you remain unsatisfied.

Step 3. To refer your complaint to us, send us a completed complaint form along with a copy of your final response letter, so that we can assess your complaint to see whether we can deal with it. If you cannot get a final response letter from your provider within 40 working days, please contact us.

We resolve the majority of complaints through our mediation service. We will facilitate the mediation process and give you and your provider the opportunity to agree a solution to your complaint. If you and your provider don’t reach a resolution, we may investigate your complaint formally. The investigation process is a detailed gathering of all evidence. Once that process begins, it typically takes between 9 and 18 months depending on the complexity of the issues and leads to a legally binding decision.

If your complaint is upheld, the Ombudsman may direct the payment of compensation to you or may direct your provider to rectify the issue you’ve complained about.