Customer Charter

Introduction

The mission of the Financial Services Ombudsman’s Bureau which is contained in the Strategy Statement is as follows:

To adjudicate on unresolved disputes between complainants and financial service providers in an independent and impartial manner thereby enhancing the financial services environment for all sectors.

Objectives of the Bureau

• The provision of a professional and efficient service to the Bureau's customers
• To develop strategies and materials aimed at improving levels of awareness….. about rights to complain…and dealing with Financial Service Providers
• To resolve complaints in accordance with best practice and the highest standards of customer service
• To develop the abilities, skills and competence of staff to ensure continued improvement in organisational performance
• To perform the Bureau's role and independent functions in a manner that is transparent and accountable and to lead by example as a model of best practice
• To liaise with financial firms so as to improve their complaints handling culture

What to expect when you contact us by telephone

We are committed to:

• Being available to answer your calls between the hours of 10.00am to 1pm & 2pm to 5pm Monday to Friday (excluding public holidays)
• Return telephone calls / telephone messages within one working day at the latest
• Give you our name and area of work
• Provide you with the appropriate information you require
• Provide you with contact name and telephone number of another service contact if the Bureau is not the correct agency for dealing with your query
• If we are unable to deal with your query at the time you call, we will take your details and call you back within one working day

Contact by letter /email

We are committed to:

• Acknowledging your correspondence within 3 working days of receipt
• Give you a name and any reference number which may be relevant
• Use clear unambiguous language in our response to you.

Visitors to the Bureau

We are committed to:

• Ensuring our office is open to callers from 10.00am to 1pm & 2pm to 5pm Monday to Friday (excluding public holidays)
• Greet you with courtesy and respect
• Provide the facilities to ensure your privacy and personal details are protected
• Ensure that all appointments are kept punctually
• If you do not have an appointment, we will nonetheless do our best to accommodate you
• Ensure our office is accessible to all, including people with disabilities

Complaints

The Financial Services Ombudsman cannot investigate an issue if it is, or has already been, before the Courts: if the incident occurred more than six years ago: or if it a matter for the Pensions Ombudsman.

If English is not your preferred language, you can use the service through Irish or in certain cases through Polish.

We are committed to:

• Dealing with your case within X months (depending on complexity of the case)
• Dealing with the Complainants / Financial Service Providers in a courteous professional and impartial manner

You can obtain a complaint form by phoning or calling to our office or by accessing our website: www.financialombudsman.ie

Help us to help you by

• Completing your complaint form carefully. If you have difficulty in completing any part of the form, please ask for assistance. Staff at the Bureau will be happy to help
• Providing full and accurate information when you contact us
• Treating our staff with courtesy and respect
• We welcome your views on how we can continue to improve our services into the future

Useful Contacts

If you feel that you might like more advice before deciding whether or not to proceed with a complaint, some of the following contacts may be useful:

Citizens Information Service, Information Centres nationwide Tel: 1890 – 77 71 21

Financial Regulator, 6-8 College Green, Dublin 2
Tel: 1890 – 77 77 77

Insurance Information Service, c/o Irish Insurance Federation, Insurance House, 39 Molesworth Street, Dublin 2
Tel: 01-6715311

Irish Banking Federation, Nassau House, Nassau Street, Dublin 2
Tel: 01-6777612

Legal Aid Board, Head Office, Quay Street, Cahirciveen, Co Kerry
Tel: 066-9471000

MABS (Money Advice & Budgeting Services) c/o Department of Social & Family Affairs, Aras Mhic Dhiarmada, Dublin 1
Tel: 01-7043000

Pensions Ombudsman, 36 Upper Mount Street, Dublin 2.
Tel: 01-6741650