Submitting a complaint

If you have followed the process in the Section ‘What you should do first’ and if your complaint has not been resolved by the Provider to your satisfaction you can then proceed to lodge your complaint with us. In order to lodge a complaint you will need to complete a complaint form and submit it along with the referral letter from the Provider. This referral letter is issued by the Provider when you have completed their internal complaints process with no resolution.

Complaint Form

Our complaint form can be downloaded below:

You can also submit your complaint directly on this website through our online complaint form.

For more information listen to our complaint form audio guide:
Financial Services Ombudsman Complaint Form Overview (MP3 - 15MB)

CD and Braille versions of our leaflet and Complaint Form are available on request.

Setting out complaint

When submitting your Complaint Form it is important that you present your complaint in a clear and concise manner. You should detail what has happened to date, and how you feel you have a legitimate complaint. It is important that you include all key dates and name the product you are complaining about. You should also illustrate what would remedy the situation for you.

Documentation

On submitting your Complaint Form it is important that you include all relevant documentation which this office may rely on during the investigation. It is vital that you submit the referral letter from the Provider stating that its internal procedure has been exhausted and the complaint cannot be resolved. This may include letters to and from the Provider, policy documents, statements etc. It is important that you submit these as evidence to support your case.

Assessing a complaint

When the complaint form is received by this office, it is assessed to determine whether we can accept it or not depending on the law ; as prescribed by the Central Bank and Financial Services Authority of Ireland Act 2004.

If the matter is deemed to be outside the remit of the Financial Services Ombudsman's Bureau (ie. where we can not deal with the complaint by law), the complainant will be informed as to why it cannot be investigated.
If the complaint can be accepted it will continue to the next stage of our process which is to offer mediation to both parties to the dispute.

If you need any help with the form/substance of making a complaint please contact the office at lo-call 1890-88-20-90 or via enquiries@financialombudsman.ie. We are not permitted to give advice or opinions on the content of your complaint but we can guide you in relation to our own procedures and processes.