How to complain
- Consumer rights complaints
- Personal finance complaints
Consumer rights complaints
Sometimes problems arise after you buy goods or services. This page covers how to complain to a business and other steps you can take to resolve your issue.
Making a formal complaint
Before making a formal complaint, you should know your consumer rights. Many issues can be sorted out quickly and simply with the business by talking with them first. Read more about what your rights are and how to use them if you have an issue with a product, service or digital content/service.
If you cannot resolve your issue with the company informally then you may want to make a formal complaint. You should make your complaint in writing. Details you may want to include are:
- date when you are making your complaint
- your contact details
- the company name
- details of what you purchased and your order or reference number
- date of purchase
- copy of your receipt
- details of the problem
- how you want the business to resolve the problem
What else you can do
If you have complained to a business and they have not responded to your satisfaction, there are other actions you can take.
Complaints about Irish based businesses
Legal options
The small claims procedure can assist you to resolve a dispute for up to €2,000, generally without a solicitor. The application fee is €25, and it is managed by your local district court. Read more about the small claims procedure.
If your complaint is for a product or service with a value over €2,000, you may need independent legal advice to assess your options.
Complain to the finance company
If you bought the item using finance organised by a shop, you may also be able to complain to the finance company. For example, if you bought a car with PCP organised by the dealer, the finance company may be responsible for resolving issues. Check the terms and conditions of your finance agreement for details of the finance company and how to contact them.
Alternative dispute resolution (ADR)
In some situations, you can use an ADR body to help you to solve the problem. ADR bodies can help you and the business settle the dispute without you having to go to court. The European Commission also provides an online dispute resolution platform to allow you to make a complaint about goods or services you bought online in Ireland or in the EU.
Read more about online dispute resolution.
Chargeback
If you paid with a debit/credit card you may be able to do a chargeback and should contact your provider to find out more.
Inform the CCPC or other state bodies
If you believe a business has breached your consumer rights, you can also report the business to us. The CCPC does not get involved in individual cases. However, we monitor all complaints to inform our enforcement actions.
In certain sectors, including telecoms, financial services and utilities, state bodies may be able to support you further with your issue. This could include information, advice and/or intervention depending on your circumstances. You can read the full list of other authorities for more information.
Complaints about EU based businesses
The European Consumer Centre Ireland
The CCPC provides a separate dedicated service that helps consumers with cross border issues, called the European Consumer Centre Ireland (ECC Ireland). They help consumers who are having issues with a business in another EU country, Iceland, Norway, or the UK.
On their website, ECC Ireland has consumer information about your rights for shopping and travelling in the EU. They also provide complaint letter templates to help you when making your complaint.
If you have complained to a business and are unhappy with the response, you can make a complaint to ECC Ireland. You will need to submit proof of purchase and details of your formal complaint to the business. They will then look at your complaint and, if they think you have a case, will contact the European Consumer Centre where the business is based to mediate on your behalf. If it is not possible to mediate in your complaint, you will get information about any alternative options you have.
Legal options
You can use the European small claims procedure to make claims up to €5,000 against businesses in other EU countries (except Denmark). Learn more about the European Small Claims Procedure.
If your complaint against a business is for a product or service with a value over €5,000 you may need independent legal advice to assess your options.
Alternative dispute resolution
Alternative dispute resolution is an out-of-court process where you can use an independent third party to find a solution to your problem. The third party will facilitate communication between you and a business on your issue. Processes they may use include mediation, arbitration, and conciliation.
You can use an online dispute resolution (ODR) platform to make a complaint about goods or services you bought online in the EU. This platform directs the dispute towards relevant national alternative dispute resolution bodies. However, the ODR platform will be closed to new complaints after 20 March 2025 and will close fully on 20 July 2025. Learn more about this closure and how ODR works.
Chargeback
If you paid with a debit/credit card you may be able to do a chargeback and should contact your provider to find out more.
Complaints about UK based businesses
Outside of the EU, your rights may be limited. If you paid with a debit/credit card you may be able to do a chargeback and should contact your provider to find out more.
The European Consumer Centre Ireland
The CCPC provides a separate dedicated service that helps consumers with cross border issues, called the European Consumer Centre Ireland (ECC Ireland). They help consumers who are having issues with a business in another EU country, Iceland, Norway, or the UK.
On their website, ECC Ireland has consumer information about your rights for shopping in the UK. They also provide complaint letter templates to help you when making your complaint.
If you have complained to a business and are unhappy with the response, you can make a complaint to ECC Ireland. You will need to submit proof of purchase and details of your formal complaint to the business. They will then look at your complaint and, if they think you have a case, will contact the European Consumer Centre where the business is based to mediate on your behalf. If it is not possible to mediate in your complaint, you will get information about any alternative options you have.
Complaints about non-EU based businesses
Outside of the EU, your rights may be limited. If you paid with a debit/credit card you may be able to do a chargeback and should contact your provider to find out more.
Most countries will have a consumer body who may be able to provide information on how to resolve your specific issue. The International Consumer Protection and Encorcement Network has a list of many of these bodies.
There may also be legal remedies available to you. You should seek independent legal advice if this is something you would like to investigate.
Personal finance complaints
If you are not satisfied in your dealings with a financial services firm or a pensions administrator, you have the right to complain.
The CCPC does not investigate individual complaints. If you cannot resolve your complaint with the financial services firm you may refer the complaint to the Financial Services and Pensions Ombudsman
3-step plan to making a complaint
Step 1: Try to sort out your complaint with your provider first
Talk to the person you normally deal with as soon as possible. This could be your local branch manager, your broker or your pension scheme administrator. You can also contact the firm’s customer care department.
Explain the problem and state clearly the solution you want – an explanation, apology or specific action. Tell them how they can fix the problem for you.
Many problems can be sorted out quickly and simply in this way. But if you are not happy with the response, you can make a formal complaint.
Step 2: Complain formally to your provider
All regulated financial services firms must have a complaints handling system in place under the Central Bank’s Consumer Protection Code. Ask for the name of the person you should contact to make a formal complaint. If the person you are dealing with is not sure how to handle your complaint or where to direct you, ask to deal with a manager or supervisor.
You can make a complaint in person or by telephone, but a written complaint is usually most effective because you can keep copies of your correspondence with the firm.
Make sure you include your account, policy or reference number when you contact your provider. Set out the facts, relevant dates and names of people you have dealt with. Again, be as clear as you can about the solution you want.
Attach copies of any relevant documents and always keep the original copy of everything for yourself.
If the firm you are dealing with is regulated by the Central Bank, they must:
- Acknowledge receipt of your complaint in writing within 5 business days and give you the name of the person you should contact about it
- Let you know within 20 business days how your complaint is progressing and
- Make a decision on your complaint within 40 business days. If they cannot make a decision, they must let you know how much longer it will take and let you know of your right to refer the matter to the Financial Services and Pensions Ombudsman. They must also give you the contact details of the ombudsman.
At this point you can wait for the firm to respond to your complaint or you can go to the Financial Services and Pensions Ombudsman.
If the firm responds to your complaint and you are not happy with the outcome, or if the firm does not respond to your complaint or has delayed responding to you, you still have the option of taking your complaint to the Financial Services and Pensions Ombudsman.
Step 3: Refer your complaint to the Financial Services and Pensions Ombudsman
Financial Services and Pensions Ombudsman:
- Decides if they can deal with your complaint
- Weighs up the evidence from you and your financial institution or broker, and recommends a solution
- May give you compensation if you have suffered financial or other loss
Any decision made by the Financial Services and Pensions Ombudsman is binding on you and the financial services firm. Both you and the firm you complain about have the right to appeal an ombudsman’s decision to the High Court. But you can only appeal to the High Court – you cannot take your case to court once you have referred it to an ombudsman scheme.
If you would prefer to take a case to court rather than refer it to the Financial Services and Pensions Ombudsman, you are free to do so, but only if you have not referred it to the Financial Services and Pensions Ombudsman scheme already. Similarly, if you have already taken a case to court, you cannot refer your complaint to the Financial Services and Pensions Ombudsman later.
Take a look at this video explaining the three steps to making a complaint to the Financial Services and Pensions Ombudsman.
What to do if your provider is located outside Ireland
Some financial services providers on the market in Ireland today are governed by the laws of another EU country. These include some popular fintech providers. These do not have to follow the Central Bank of Ireland’s complaint handling procedure outlined above, as they are regulated in another EU state.
So, if your financial services provider is governed by the laws of another EU country, the FSPO may not be able to help with your complaint.
In this case, you should contact the alternative dispute resolution body in the provider’s relevant EU member state. You should then pursue your complaint through that body.
