{"id":12535,"date":"2020-11-17T10:29:05","date_gmt":"2020-11-17T10:29:05","guid":{"rendered":"https:\/\/www.ccpc.ie\/consumers\/?page_id=12535"},"modified":"2025-10-20T12:05:00","modified_gmt":"2025-10-20T11:05:00","slug":"how-to-complain","status":"publish","type":"page","link":"https:\/\/ccpc.inventise.ie\/consumers\/how-to-complain\/","title":{"rendered":"How to complain"},"content":{"rendered":"<div class=\"responsive-tabs\">\n<h2 class=\"tabtitle\">Consumer rights complaints<\/h2>\n<div class=\"tabcontent\">\n\n<p>If you have problems with goods or services you bought, you should talk to the business first. You can resolve most problems this way. This page has information about how to complain to a business and other steps you can take if this doesn\u2019t work.<\/p>\n<p>You can use our <a href=\"https:\/\/ccpc.inventise.ie\/consumers\/how-to-complain\/complaint-letter-templates\/\">template letters<\/a> to make your complaint to the business, or you can check if the company has a complaint process you can follow.<\/p>\n<p>Before making a formal complaint, you should know your consumer rights. Read more about what your rights are and how to use them if you have an issue with <a href=\"https:\/\/ccpc.inventise.ie\/consumers\/shopping\/buying-goods\/problems-with-goods\/\">goods<\/a>, <a href=\"https:\/\/ccpc.inventise.ie\/consumers\/contracts-and-services\/problems-with-services\/\">service<\/a> or <a href=\"https:\/\/ccpc.inventise.ie\/consumers\/contracts-and-services\/problems-with-digital-content-services\/\">digital content\/service<\/a>.<\/p>\n<h2>Making a formal complaint<\/h2>\n<div>\n<p>You should make your complaint to the business in writing.\u00a0 You can use our <a href=\"https:\/\/ccpc.inventise.ie\/consumers\/how-to-complain\/complaint-letter-templates\/\">template letters<\/a> to help you with complaints on various issues.<\/p>\n<p>If you prefer to write your own letter or email, you should include:<\/p>\n<ul>\n<li>the date of your complaint<\/li>\n<li>your contact details<\/li>\n<li>the company name<\/li>\n<li>details of what you purchased and your order or reference number<\/li>\n<li>date of purchase<\/li>\n<li>copy of your receipt<\/li>\n<li>details of the problem<\/li>\n<li>how you want the business to resolve the problem<\/li>\n<\/ul>\n<h2>What else you can do<\/h2>\n<p>If you have complained to a business and they have not responded to your satisfaction, there are other actions you can take.<\/p>\n<\/div>\n<div id=\"accordion-1\" class=\"accordion no-js\">\n\t\t\t\t\t<h3 role=\"button\" id=\"accordion-1-t1\" class=\"accordion-title js-accordion-controller\" aria-controls=\"accordion-1-c1\" aria-expanded=\"false\" tabindex=\"0\">\n\t\t\t\tChargeback on debit\/credit card purchases\t\t\t<\/h3>\n\t\t\n\t\t<div id=\"accordion-1-c1\" class=\"accordion-content\" aria-hidden=\"true\">\n\t\t\t<\/p>\n<p>If you paid with a debit\/credit card you may be able to do a <a href=\"https:\/\/ccpc.inventise.ie\/consumers\/shopping\/disputed-card-transactions-chargeback\/\">chargeback<\/a> and should contact your provider to find out more.\t\t<\/div>\n\n\t\t<\/p>\n<p>\n\t\t\t\t\t<h3 role=\"button\" id=\"accordion-1-t2\" class=\"accordion-title js-accordion-controller\" aria-controls=\"accordion-1-c2\" aria-expanded=\"false\" tabindex=\"0\">\n\t\t\t\tComplain to the finance company\t\t\t<\/h3>\n\t\t\n\t\t<div id=\"accordion-1-c2\" class=\"accordion-content\" aria-hidden=\"true\">\n\t\t\t<\/p>\n<p>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 <a href=\"https:\/\/ccpc.inventise.ie\/consumers\/money\/loans\/paying-for-your-car\/pcp\/\">bought a car with PCP<\/a> 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.<\/p>\n<p>\t\t<\/div>\n\n\t\t\n\t\t\t\t\t<h3 role=\"button\" id=\"accordion-1-t3\" class=\"accordion-title js-accordion-controller\" aria-controls=\"accordion-1-c3\" aria-expanded=\"false\" tabindex=\"0\">\n\t\t\t\tInform the CCPC or other state bodies\t\t\t<\/h3>\n\t\t\n\t\t<div id=\"accordion-1-c3\" class=\"accordion-content\" aria-hidden=\"true\">\n\t\t\t<\/p>\n<p>If you believe an\u00a0 Irish based business has breached your consumer rights, you can also <a href=\"https:\/\/ccpc.inventise.ie\/consumers\/consumers-home\/contact\/report-a-consumer-protection-issue\/\">report the business to us<\/a>. The CCPC does not get involved in individual cases. However, we monitor all complaints to inform our enforcement actions.<\/p>\n<p>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 <a href=\"https:\/\/ccpc.inventise.ie\/business\/about\/other-authorities-links\/\">full list of other authorities<\/a> for more information.<\/p>\n<p>\t\t<\/div>\n\n\t\t\n\t\t\t\t\t<h3 role=\"button\" id=\"accordion-1-t4\" class=\"accordion-title js-accordion-controller\" aria-controls=\"accordion-1-c4\" aria-expanded=\"false\" tabindex=\"0\">\n\t\t\t\tEuropean Consumer Centre\t\t\t<\/h3>\n\t\t\n\t\t<div id=\"accordion-1-c4\" class=\"accordion-content\" aria-hidden=\"true\">\n\t\t\t<\/p>\n<p>The European Consumer Centre Ireland (ECC Ireland) is a separate dedicated service that helps consumers who are having issues with a business in another EU country, Iceland, Norway or the UK.<\/p>\n<p>ECC Ireland has consumer information about your rights for <a href=\"https:\/\/www.eccireland.ie\/buying-in-the-eu\/\">shopping<\/a> and <a href=\"https:\/\/www.eccireland.ie\/travelling-in-the-eu\/\">travelling<\/a> in the EU. They also have <a href=\"https:\/\/www.eccireland.ie\/templates\/\">complaint letter templates<\/a> to help you when making your complaint.<\/p>\n<p>If you have complained to a business in the EU, Iceland, Norway or the UK and are unhappy with the response, you can <a href=\"https:\/\/www.eccireland.ie\/contact-us\/\">make a complaint to ECC Ireland<\/a>. You will need to submit proof of purchase and details of your formal complaint to the business. ECC Ireland will look at your complaint and, if they think you have a case, contact the European Consumer Centre in the country 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.<\/p>\n<p>\t\t<\/div>\n\n\t\t\n\t\t\t\t\t<h3 role=\"button\" id=\"accordion-1-t5\" class=\"accordion-title js-accordion-controller\" aria-controls=\"accordion-1-c5\" aria-expanded=\"false\" tabindex=\"0\">\n\t\t\t\tLegal options\t\t\t<\/h3>\n\t\t\n\t\t<div id=\"accordion-1-c5\" class=\"accordion-content\" aria-hidden=\"true\">\n\t\t\t<\/p>\n<p>The <a href=\"https:\/\/ccpc.inventise.ie\/consumers\/how-to-complain\/small-claims-procedure\/\">small claims procedure<\/a> can assist you to resolve a dispute with an Irish business for up to \u20ac2,000, generally without a solicitor. The small claims procedure is managed by your local district court and has an application fee of \u20ac25.<\/p>\n<p>You can use the <a href=\"https:\/\/ccpc.inventise.ie\/consumers\/how-to-complain\/european-small-claims-procedure\/\">European small claims procedure<\/a> to make claims up to \u20ac5,000 against businesses in other EU countries (except Denmark).<\/p>\n<p>If your complaint against a business is for a product or service with a value over \u20ac2000 (for Irish small claims) or \u20ac5,000 (for EU small claims) you may need independent legal advice to assess your options.<\/p>\n<p>\t\t<\/div>\n\n\t\t\n\t\t\t\t\t<h3 role=\"button\" id=\"accordion-1-t6\" class=\"accordion-title js-accordion-controller\" aria-controls=\"accordion-1-c6\" aria-expanded=\"false\" tabindex=\"0\">\n\t\t\t\tAlternative dispute resolution\t\t\t<\/h3>\n\t\t\n\t\t<div id=\"accordion-1-c6\" class=\"accordion-content\" aria-hidden=\"true\">\n\t\t\t<\/p>\n<p>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. Four ADR bodies are registered to operate in Ireland.<\/p>\n<p>The European Commission provides an online dispute resolution platform for goods or services bought online in Ireland or elsewhere in the EU.<\/p>\n<p>Read more about <a href=\"https:\/\/ccpc.inventise.ie\/consumers\/how-to-complain\/alternative-dispute-resolution\/\">alternative dispute resolution<\/a>.<\/p>\n<p>\t\t<\/div>\n\n\t\t\n\t\t\t\t\t<h3 role=\"button\" id=\"accordion-1-t7\" class=\"accordion-title js-accordion-controller\" aria-controls=\"accordion-1-c7\" aria-expanded=\"false\" tabindex=\"0\">\n\t\t\t\tWhat if the business is based outside the EU or UK?\t\t\t<\/h3>\n\t\t\n\t\t<div id=\"accordion-1-c7\" class=\"accordion-content\" aria-hidden=\"true\">\n\t\t\t<\/p>\n<p>You have strong consumer rights if you buy from a company in the EU. However, if you by something from outside the EU, you may find it more difficult to resolve the matter.<\/p>\n<p>Outside of the EU, Norway, Iceland and the UK, your rights may be limited. If you paid with a debit\/credit card you may be able to do a <a href=\"https:\/\/ccpc.inventise.ie\/consumers\/shopping\/disputed-card-transactions-chargeback\/\">chargeback<\/a> and should contact your provider to find out more.<\/p>\n<p>Most countries have a consumer body who may be able to provide information on how to resolve your specific issue. The <a href=\"https:\/\/www.icpen.org\/protecting-consumers-worldwide\">International Consumer Protection and Enforcement Network<\/a> has a list of many of these bodies.<\/p>\n<p>There may also be legal remedies available to you. You should seek independent legal advice if this is something you would like to investigate.<\/p>\n<p>\t\t<\/div>\n\n\t\t<\/div>\n<p>&nbsp;<\/p>\n\n<\/div><h2 class=\"tabtitle\">Personal finance complaints<\/h2>\n<div class=\"tabcontent\">\n\n<p>If you are not satisfied in your dealings with a financial services firm or a pensions administrator, you have the right to complain.<\/p>\n<p>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 <a href=\"https:\/\/www.fspo.ie\/publications\/consumer-information.asp\">Financial Services and Pensions Ombudsman<\/a><\/p>\n<h3>3-step plan to making a complaint<\/h3>\n<h4>Step 1: Try to sort out your complaint with your provider first<\/h4>\n<p>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&#8217;s customer care department.<\/p>\n<p>Explain the problem and state clearly the solution you want &#8211; an explanation, apology or specific action. Tell them how they can fix the problem for you.<\/p>\n<p>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.<\/p>\n<h4>Step 2: Complain formally to your provider<\/h4>\n<p>All\u00a0<a href=\"http:\/\/www.centralbank.ie\/regulation\/Pages\/home.aspx\">regulated<\/a>\u00a0financial services firms must have a complaints handling system in place under the Central Bank&#8217;s\u00a0<a href=\"http:\/\/www.centralbank.ie\/consumer\/cpc\/Pages\/home1.aspx\">Consumer Protection Code<\/a>. 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.<\/p>\n<p>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.<\/p>\n<p>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.<\/p>\n<p>Attach copies of any relevant documents and always keep the original copy of everything for yourself.<\/p>\n<p>If the firm you are dealing with is regulated by the\u00a0<a href=\"http:\/\/www.centralbank.ie\/Pages\/home.aspx\">Central Bank<\/a>, they must:<\/p>\n<ul>\n<li>Acknowledge receipt of your complaint in writing within 5 business days and give you the name of the person you should contact about it<\/li>\n<li>Let you know within 20 business days how your complaint is progressing and<\/li>\n<li>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\u00a0<a href=\"https:\/\/www.fspo.ie\/\">Financial Services and Pensions Ombudsman<\/a>.\u00a0They must also give you the contact details of the ombudsman.<\/li>\n<\/ul>\n<p>At this point you can wait for the firm to respond to your complaint or you can go to the <a href=\"https:\/\/www.fspo.ie\/publications\/consumer-information.asp\">Financial Services and Pensions Ombudsman<\/a>.<\/p>\n<p>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 <a href=\"https:\/\/www.fspo.ie\/publications\/consumer-information.asp\">Financial Services and Pensions Ombudsman<\/a>.<\/p>\n<h4>Step 3: Refer your complaint to the\u00a0Financial Services and Pensions Ombudsman<\/h4>\n<p>Financial Services and Pensions Ombudsman:<\/p>\n<ul>\n<li>Decides if they can deal with your complaint<\/li>\n<li>Weighs up the evidence from you and your financial institution or broker, and recommends a solution<\/li>\n<li>May give you compensation if you have suffered financial or other loss<\/li>\n<\/ul>\n<p>Any decision made by the <a href=\"https:\/\/www.fspo.ie\/\">Financial Services and Pensions Ombudsman<\/a> is binding on you and the financial services firm. Both you and the firm you complain about have the right to appeal an ombudsman&#8217;s decision to the High Court. But you can only appeal to the High Court &#8211; you cannot take your case to\u00a0<a href=\"http:\/\/www.courts.ie\/\">court<\/a>\u00a0once you have referred it to an ombudsman scheme.<\/p>\n<p>If you would prefer to take a case to court rather than refer it to the <a href=\"https:\/\/www.fspo.ie\/\">Financial Services and Pensions Ombudsman<\/a>, you are free to do so, but only if you have not referred it to the\u00a0<a href=\"https:\/\/www.fspo.ie\/\">Financial Services and Pensions Ombudsman<\/a>\u00a0\u00a0scheme already. Similarly, if you have already taken a case to court, you cannot refer your complaint to the <a href=\"https:\/\/www.fspo.ie\/\">Financial Services and Pensions Ombudsman<\/a> later.<\/p>\n<p>Take a look at <a href=\"https:\/\/www.fspo.ie\/make-a-complaint\/\">this video<\/a> explaining the three steps to making a complaint to the Financial Services and Pensions Ombudsman.<\/p>\n<h4>What to do if your provider is located outside Ireland<\/h4>\n<p>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\u2019s complaint handling procedure outlined above, as they are regulated in another EU state.<\/p>\n<p>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.<\/p>\n<p>In this case, you should contact the alternative dispute resolution body in<a href=\"https:\/\/ec.europa.eu\/info\/business-economy-euro\/banking-and-finance\/consumer-finance-and-payments\/retail-financial-services\/financial-dispute-resolution-network-fin-net\/fin-net-network\/members-fin-net-country_en\"> the provider\u2019s relevant EU member state<\/a>. You should then pursue your complaint through that body.<\/p>\n<\/div><\/div>\n","protected":false},"excerpt":{"rendered":"<p>If you have problems with goods or services you bought, you should talk to the business first. You can resolve most problems this way. This page has information about how to complain to a business and other steps you can &hellip;<\/p>\n","protected":false},"author":207,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"tags":[],"class_list":["post-12535","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v25.6 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>How to complain - CCPC Consumers<\/title>\n<meta name=\"description\" content=\"How to make consumer complaints and your rights as a consumer. 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