8. Financial Services and Pensions Ombudsman (FSPO)


The FSPO is an independent body that investigates complaints from customers who have unresolved disputes with a bank, insurance company or pension provider. Its service is free.


• It investigates complaints independently. • It can award compensation if a consumer has been treated unfairly.


If Aoife’s bank applied charges to her account that she never agreed to and refused to reverse them, she could contact the FSPO.


9. Commission for Communications Regulation (ComReg)


ComReg regulates mobile phone companies, broadband providers and postal services in Ireland.


• It investigates complaints about phone and broadband providers to ensure communication companies treat customers fairly.


If Aoife’s mobile phone provider charged her for a service she never signed up for, she could contact ComReg.


10. Commission for Regulation of Utilities (CRU) The CRU regulates electricity and gas suppliers in Ireland.


• It investigates complaints about energy companies to ensure energy providers follow the rules when dealing with customers.


If a household’s electricity provider was slow to connect their home to the mains supply, the CRU would be the organisation to contact.


Situation for the consumer Faulty goods or poor service from an Irish business


General consumer information and rights A problem with a business in another EU country


You see an influencer promoting products without using ‘#ad’


A family is struggling to pay bills or make mortgage repayments and needs advice


A consumer has a complaint about a bank or insurance company that isn’t being dealt with


A problem with a mobile or broadband provider A problem with an electricity or gas company


80 2


Organisation that can help CCPC for advice/info


Small Claims Procedure to help resolve the issue


CCPC ECCI


ASA MABS FSPO


ComReg CRU


STRAND 1


CHAPTER 8: Support for the consumer


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