“Complaint” means an expression of grievance or dissatisfaction by a consumer, either orally or in writing, in connection with:
(a) the provision or the offer of the provision of a financial service to a consumer by a regulated entity, or
(b) the failure or refusal of a regulated entity to provide a financial service to a consumer
“Consumer” means a customer that is:
a. a natural person,
b. a group of natural persons, including a partnership, club, charity, trust or other unincorporated body, or
c. an incorporated body, that is not:
- an incorporated body that had an annual turnover in excess of €5 million in the previous financial year, or
- an incorporated body that is a member of a group of companies having a combined turnover greater than €5 million;
A persons who makes a complaint that is:
A “consumer in vulnerable circumstances” means a consumer that is a natural person and whose personal circumstances, whether permanent or temporary, make that consumer especially susceptible to harm, particularly where a regulated entity is not acting with the appropriate levels of care, and “vulnerable circumstances” shall be construed accordingly.
A prompt acknowledgement of the complaint, in writing, within 5 (five) working days of the complaint being made.
An update on the progress of the investigation of the complaint, in writing, within 20 (twenty) working days of the complaint being made.
A final response should be provided within 40 (forty) working days of receipt of the complaint.
Once the 40 (forty) working days have passed and the complaint has not been resolved, to be advised of the expected timescale in which the complaint should be resolved.
Financial Services and Pensions Ombudsman
Lincoln House
Lincoln Place
Dublin 2
D02 VH29
Ireland
+353 1 567 7000
info@fspo.ie
Submit a complaint online