Who are the FSPO?

The Financial Services and Pensions Ombudsman (FSPO) is an independent, impartial, fair and free service that helps resolve complaints from consumers, including small businesses and other organisations, against financial service providers and pension providers.


  • In 2017, the government merged the offices of the Financial Services Ombudsman Bureau and the Office of the Pensions Ombudsman, to form the FSPO.
  • The FSPO was established by the Financial Services and Pensions Ombudsman Act 2017 and opened for business on 1 January 2018.
  • The FSPO is funded by levies on financial services providers and by a grant from the government.


Why join the FSPO?

At the FSPO, you'll join a diverse and multidisciplinary team of nearly 100 professionals with backgrounds in banking, insurance, investments, pensions, law, corporate governance, and customer service. Our people bring a broad range of experience and expertise, and we welcome applicants from all career stages — from recent graduates to seasoned professionals.


We provide comprehensive training to all new joiners and invest in the continuous development of our employees to help them grow and thrive in their roles.



Our Mission, Vision and Values

Our Mission

Resolve complaints in a fair and timely way leading to better financial and pensions services


Our Vision

A progressive financial services and pension environment built on trust, fairness and transparency, where complaints are the exception.


Our Values


The FSPO is a values driven organisation. Our values are embedded in our processes and procedures through our ongoing training and development programmes. In the creation of our Strategic Plan 2025-2027, our staff clearly and consistently articulated the importance of our values and the concept of public service in their everyday work. At the heart of our values is a deep desire to deliver the best possible service for our customers.


Our Core Values

Fairness

  • We will provide an impartial, independent, objective service, dealing with each complaint based on its own merits.
  • We will listen to all parties in dispute, asking questions to redress the balance between them.


Integrity

  • We will uphold the highest ethical standards.
  • We will earn trust by delivering our services in an unbiased, transparent and professional manner.
  • We will respect the confidentiality of those seeking our services.
  • We will be independent in how we handle complaints, yet accountable to the people and to the Oireachtas.


Effectiveness

  • We will continuously seek ways of improving how we communicate and deliver our services.
  • We will seek to deal with every complaint in the most effective, efficient and timely manner.

Respect

  • We will foster a culture of respect, dignity, equality and diversity that acknowledges the value and contribution of our team, encourages collegiality and promotes a positive and healthy working environment for all.
  • We will support our staff and ensure their welfare is respected and protected, including in their communications with our customers and other stakeholders.
  • We will treat all customers courteously and fairly, with an expectation of mutual respect.
  • We will champion a climate action agenda and respect our lived environment.



Accessibility

  • We will be responsive to the needs of our customers.
  • We will communicate clearly and in a professional manner.
  • We will provide guidance and support to access our services.


Celebrating Diversity and Inclusion

We are committed to fostering a positive, inclusive, and supportive workplace where every employee feels valued. Our culture is one of collaboration and respect, where wellbeing is a shared priority across the organisation.


Our recruitment and onboarding processes are designed to support diversity and create opportunities for everyone. We are especially committed to providing an accessible and welcoming environment for candidates and employees with disabilities.

I'll guide you to amazing places

Supporting Work-Life Balance

We understand the importance of a healthy work-life balance. That’s why we offer a range of benefits designed to support our team both inside and outside the workplace:

  • Public sector pay scales
  • Generous annual leave
  • Flexible working hours
  • Defined benefit pension scheme
  • Paid maternity and paternity leave
  • Hybrid working arrangements (subject to role and business needs)
  • Continuous learning and development opportunities
  • Cycle to Work scheme
  • TaxSaver public transport pass
  • Employee Assistance Service (EAS)
  • Wellbeing programme


The FSPO Team Structure

Dispute Resolution Services

Dispute Resolution provide a fast, simple and informal resolution service to complainants and financial service providers and pension providers in order to resolve disputes between these parties in an impartial, independent and objective manner. 

Customer Operations and Information Management

Customer Operations and Information Management is responsible for driving improvements in all FSPO complaint-handling processes, procedures and activities.

Investigation Services

Investigation Services manages all matters relating to the formal investigation of complaints which were not resolved through mediation. This service provides impartial, independent, and fair investigation of complaints about the conduct of financial service providers or pension providers.

Corporate and Communication Services

Corporate and Communication Services is responsible for many of the functions that support the running of the FSPO, including human resources, finance, procurement, data protection, freedom of information, governance, publications, facilities and communications.

Legal Services

The Legal Services team is responsible for carrying out jurisdictional assessments of complaints where a question arises as to whether a complaint can be investigated by the FSPO. This service provides an impartial, independent and fair assessment of complaints.

Information Technology (IT) 

Information Technology (IT) is responsible for developing, implementing, and maintaining the FSPO's IT infrastructure, including the Complaint Management System (CMS). The department oversees the helpdesk and IT operations through a third-party provider, enhances organisational efficiency, and ensures IT security and availability. IT also collaborates with other departments to drive digital transformation and innovation.

Roles Across the FSPO

Clerical Officers

Clerical Officers may be assigned to a specific team within the FSPO or work across multiple teams, depending on organisational needs. This role involves a broad range of responsibilities, including general administrative duties, supporting colleagues and line managers, and contributing to the delivery of vital public services.



As key members of the team, Clerical Officers are involved in a variety of important tasks, such as managing high volumes of documentation, handling phone calls, emails and post, and responding to queries from the public. A significant part of the role includes providing information and assisting with the registration of complaints. Throughout all duties, Clerical Officers are expected to uphold the highest standards of data protection and privacy, ensuring the confidentiality of personal information at all times.


Executive Officers

Executive Officers (EOs) play a central role in the work of the FSPO, making up nearly half of our team. They are vital to the progress and resolution of complaints and are instrumental in helping us deliver high-quality service to our customers. Below is an overview of the diverse responsibilities undertaken by EOs across the organisation.


The specific duties assigned to each EO may vary based on their individual skills and the needs of their team. However, EOs are typically involved in a broad range of activities, including:



  • Resolving disputes through mediation techniques
  • Conducting formal investigations into complaints
  • Analysing and interpreting complex data and evidence
  • Researching and drafting proposals, reports, and opinions
  • Overseeing operational functions
  • Assessing the eligibility of complaints
  • Engaging directly with members of the public

Higher Executive Officers

Higher Executive Officers (HEOs) play a vital leadership role within the FSPO’s broader management team. They drive team performance, support effective team structures, and are instrumental in embedding organisational strategy and culture at the operational level. HEOs also act as a key link between their teams and senior management, providing feedback on day-to-day operations and contributing to continuous improvement.



Working closely with Assistant Principal Officers and the Director of their Directorate, the HEO is responsible for ensuring consistently high-quality outputs—both in their own work and that of their team. They provide ongoing coaching and guidance to team members, support them in their daily tasks, and foster a culture of learning and professional development.

Not sure where to start?

Get in touch with our skilled team.

And we’ll get right back to you.