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Complaint to a bank or financial firm (Ireland)
Ireland · in English · for consumers
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11 questions · about 5 min
Made for use in Ireland
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For a customer in Ireland with a complaint about a bank, credit union, card provider, lender, pension or investment firm — a charge, a refused or wrong payment, poor service, a mistake or a mis-sold product. The letter is a formal complaint under the firm's complaints procedure: under the Central Bank's Consumer Protection Code a regulated firm acknowledges it, keeps you updated and gives a final response. If you are not satisfied, you can then go free to the Financial Services and Pensions Ombudsman (FSPO). Send it by email or by registered post (An Post).
- Made for use in Ireland
- Last updated November 3, 2026
- Document in English
Published byDocMuse
When to use this document
- Your bank in Ireland charged you a fee you think is wrong and will not take it back.
- A credit union or lender made a mistake on your account and nobody fixes it.
- You were sold a financial product that never suited you and want it put right.
- You want a formal complaint in writing before going to the Financial Services and Pensions Ombudsman.
What you fill in
The details the document asks for.
- Sender
- Sender's address
- Town and county (e.g. Ennis, Co. Clare; or Dublin 8)
- Sender's Eircode
- Date
- Provider
- Provider's address
- Account number
- What the complaint is about
- Requested outcome
- Attachments
Common questions
- How long does a bank have to deal with a complaint in Ireland?
- Under the Central Bank of Ireland's Consumer Protection Code, a regulated firm acknowledges a complaint within five business days, updates you at least every 20 business days and tries to resolve it within 40 business days, telling you about the Ombudsman if it has not. A complaint about a payment service, such as a card payment or a transfer, is answered within 15 business days, or 35 in exceptional cases. A credit union follows its own complaints procedure.
- When can I take my complaint to the Financial Services and Pensions Ombudsman?
- Once the firm has given its final response, or has not resolved the complaint within its time. The FSPO is free and independent. You must complain within six years of the conduct complained of; for a long-term product such as a pension or a mortgage, also within three years of when you knew or should have known about it, where that is later. Its website, fspo.ie, takes complaints online.
- Which firms will the Financial Services and Pensions Ombudsman look at?
- Firms the Central Bank of Ireland regulates: banks, credit unions, insurers, lenders, credit card providers, pension providers, investment firms and credit servicing firms that manage loans sold by a lender. It cannot investigate a firm the Central Bank does not regulate. A card payment you want reversed has its own route, a chargeback request to your card provider.
How you can sign this document
- Print it and sign by hand. The signature lines in the document are left blank on purpose — sign on them in ink.
- Sign it yourself with a qualified electronic signature. If you already hold a QES — Evrotrust, B-Trust, StampIT, ZealiD or any qualified provider on the EU Trusted List, on a card, a USB token, in a mobile app or in the cloud — our signing guide explains step by step how to sign this exact file without invalidating it. Step-by-step help, and a way to check it worked
DocMuse sells documents, not legal advice. Acceptance always depends on the recipient's rules and your local law.
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