Make a Complaint against a Financial Services Provider

Central Bank of Ireland does not investigate individual consumer complaints.

If you wish to make a complaint about a financial services provider, please follow the steps below.

1. Make a complaint to the financial services provider

If you have a complaint about a financial services firm, you should first discuss it with the firm itself.

Under the Central Bank’s Consumer Protection Code, all regulated financial services firms must have a complaints handling procedure in place. This procedure should be available on the firm’s website. Alternatively, you can request a copy of it from the firm.

2. Refer your complaint to the Financial Services and Pensions Ombudsman

If you are not happy with the response from the financial services provider, you have the right to refer the complaint to the Financial Services and Pensions Ombudsman (FSPO).

The FSPO is the independent body that investigates and resolves complaints from consumers. While the FSPO investigates the conduct of regulated financial services providers that directly relates to individuals making complaints, it does not investigate widespread/systemic complaints.

The FSPO deals with complaints:

  • Against financial services firms, including financial advisors and financial products
  • About any person responsible for managing your employer pension scheme or PRSA.

The FSPO will let you know if you need to take any further measures to address your complaint.

3. Contact Central Bank of Ireland 

While Central Bank of Ireland does not investigate individual consumer complaints about financial services firms, we welcome information from consumers of financial products. We use this information in carrying out our supervisory work.

You can submit a complaint to us about a regulated financial services provider if you believe an issue is widespread.  

Examples include information on websites, apps or mobile services not being provided in a way that is accessible to people with disabilities. Such issues tend to affect large numbers of users, and can be widespread, persistent or connected to other issues. If making a complaint, you should submit documentary evidence if possible.

Due to confidentially requirements, we cannot disclose the details of any actions that we might take on foot of the information you provide to us.  But rest assured that we do investigate every complaint we receive.

You can email [email protected] to complain about regulated financial services issues that have widespread implications for users. Alternatively, you can contact us by phone on 0818 681 681 or +353 (0)1 224 5800. Phone lines are open Monday to Friday, 09.00 - 17.00.

Importantly, you should still consider making your complaint to the firm and the FSPO as outlined above. Contact the Financial Services and Pensions Ombudsman if you wish to seek personal redress. Making a complaint to the firm and/or the FSPO can help ensure your complaint is properly addressed. 

Further information

Read the Competition and Consumer Protection Commission's guide to help you, should you wish to make a complaint against a regulated financial service provider.