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06 Sept 2025
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06 Sept 2025
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Kilkenny residents made 84 complaints to the Financial Services and Pensions Ombudsman (FSPO) in 2023, an increase of 62% on 2022.
Complaints to the FSPO rose to a record high of 6,182 in 2023, increasing by 29% on 2022. The number of complaints closed by the FSPO also rose significantly over the 12 month period, increasing by 12%, as the FSPO closed 5,184 complaints.
Despite a steep rise in the number of complaints received, the FSPO closed many of these complaints through dispute resolution (mediation) processes and early-stage assessments and interventions, with 85% of complaints that closed closing within 12 months of the complaint being made.
According to the FSPO, 85% of complaints that closed in 2023 were closed within 12 months of the complaint being made, mainly through early-stage interventions or dispute resolution (mediation) processes.
For all complaints that closed in 2023, including both tracker mortgage complaints and other complaints, the average time from receipt of complaint to closure, was 8.6 months. Excluding tracker mortgage complaints, the average time from receipt to closure was seven months.
Key Statistics: The banking sector made up 62% (3,850) of complaints received, 24% of complaints concerned Customer Service issues – the conduct most complained of and 461 and 336 complaints were received concerning the Investment and Pension sectors respectively.
Commenting, the Financial Services and Pensions Ombudsman, Liam Sloyan said: "Customer service is again the conduct most complained of for the third year in a row. It is disappointing that many of the complaints received by this Office continue to be of a nature that could be resolved earlier, without a need for our services."
"It is important for providers to consider what measures they can take to reduce the number of complaints arising. An increase of almost 30% in the number of complaints being made to the Financial Services and Pensions Ombudsman in just one year should be a cause for reflection amongst providers," Mr Sloyan added.
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