Information on Covid-19 complaints

The FSPO may investigate complaints arising against financial service providers, owing to the impact of Covid-19, including the cancellation of events and the ongoing interruption of normal business activities as a result of Government restrictions during the pandemic.

To enable the FSPO to progress such complaints as quickly and efficiently as possible, please follow the guidance outlined in our guide "3 steps to making a complaint to the FSPO".

Information is also available in our leaflet "How to make a complaint to the FSPO.

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.

The FSPO accepts complaints from any business with an annual turnover not exceeding €3 million in the year prior to which the complaint is made.

To avoid delay, if you are making a complaint on behalf of a business, please ensure that the appropriate supporting documentation is made available as soon as possible to validate turnover.

You can read short summaries of decisions issued for business-related complaints during 2020 and 2021, in Volume 6 of our Ombudsman's Digest of Legally Binding Decisions.