Regulators

Irish Financial Services Commissioner's Office (FSO)

The Office of the Financial Services Ombudsman consists of the Financial Services Ombudsman and staff.

Introduction

I. What is the Financial Services Inspectorate
The Office of the Financial Services Ombudsman consists of the Financial Services Ombudsman and staff. is a statutory body, funded by taxes from financial service providers, and started operations on 1 April 2005.
2. What is the role of the Financial Services Ombudsman?
The Financial Services Ombudsman is a statutory officer who handles consumer complaints about them with all financial services providers free of charge and independently. The Ombudsman is an arbiter of unresolved disputes, ensuring fairness and impartiality.
3. The following institutions are under investigation by FSO:
Banks, building societies, insurance companies, credit unions, stockbrokers, loans, mortgages, insurance and other intermediaries, credit companies, household deposits, etc.
4. Service objects of FSO:
Individual clients of financial service providers, charities, limited companies, trust companies, etc. with a turnover of less than EUR 3 million.
Please note that the Financial Services Ombudsman can only investigate complaints against financial service providers registered with the Central Bank of Ireland. Regulatory enquiries: http://registers.centralbank.ie/FirmSearchPage.aspx?AspxAutoDetectCookieSupport=1

Complaint

1. First of all, you must file a formal complaint with your financial service provider, and the financial institution shall reply to you within 40 working days. Your letter should contain the following:
1. Relevant date, place and time
2. A description of the incident or problem
3. Details of any phone conversations and meetings
4. Any explanation you think is important
5. Copies of relevant documents
6. How you would like the provider to resolve your complaint. Please make sure that the requirements are reasonable and that the summary is clear and concise.
2. After you receive the response from the financial service provider, you can submit a complaint to the FSO,
When submitting a complaint email, please include the complaint form and the final disposition response email from the financial institution to you.
PDF form: https://financialombudsman.ie/documents/FSOB-Complaint-Form-EN.pdf?ts=055835
When we accept your complaint, we recommend mediation as the first and best option to resolve the issue.
When mediation is offered, both parties to the dispute have 15 working days to respond.
If mediation has been declined or, if accepted, unsuccessful, the Complaints Investigator may take 6-8 weeks to investigate.
Investigators develop a "complaint summary" and suppliers have 20 working days to submit their responses. Once a response is received, the FSO will send it to the complainant for comment. The complainant has 10 working days to respond. Generally speaking, the investigation process takes about 35-45 working days.
You can also choose to file a complaint online:
Online Complaint Form: https://financialombudsman.ie/complaint-form.aspx?m=2
3. Complaint handling process:
1. Mediation
Mediation is voluntary and both the complainant and the provider must agree to participate. Complainant or provider may terminate at any time.
In addition, any resolution reached in mediation requires the consent of both the complainant and the provider. Mediation is an informal and confidential process that is not held in public. Anything said during the mediation and any documents prepared for the mediation cannot be used in a subsequent investigation of your complaint or in any legal proceedings in court.
If the complainant and provider agree to a settlement during mediation, what has been agreed will be noted. Once signed by both parties, the agreement is legally binding on both the complainant and the provider.
If either complainant or supplier is unwilling to participate as part of the mediation, or the mediation does not result in a resolution, the complaint will proceed to the investigation and adjudication stage.
2. Survey
If mediation is unsuccessful or rejected, we will assign an investigator to your complaint. Once a case is cleared for investigation, a time frame of 6-8 weeks usually applies before a formal investigation of the complaint begins. Each Party will be given every reasonable opportunity to submit or provide observations as required.
3. Judgment
All circumstances of the complaint will be reviewed by a magistrate. Additional information or supporting documents may be requested from both parties.
The time required to review the complaint at hand and reach preliminary findings depends on the complexity of the case and external factors such as the availability of relevant materials. Generally, we aim to complete the adjudication process within 6-12 weeks after the full exchange of documentary evidence.
4. Appeal to the High Court

Contact information

Tel: 353 1 6620899 (Weekdays 9:30-13:00, 14:00-17:00)
Fax: 353 1 6620890
Email: [email protected]
Address: 3rd Floor, Lincoln House, Lincoln Place, Dublin 2,D02 VH29Location map

Relevant Navigation

No comments

No comments...