Complaints Procedure

Please see below for guidance on making a complaint.

For Irish resident Personal Account customers and Irish incorporated/unincorporated Business Account customers, the Fire-EU Complaints Procedure applies.

For UK resident Personal Account customers and UK incorporated/unincorporated Business Account customers, the Fire-UK Complaints Procedure applies.

Fire-EU Complaints Procedure

1.How and where to complain?

1.1 If you are dissatisfied with our service, we’d like to have the opportunity to hear from you so that we can put it right. You can let us know by contacting us in the following ways:

In writing – Outline the nature of your complaint and send it to: Fire Financial Services Limited, 3rd Floor, The Observatory, 7-11 Sir John Rogerson’s Quay, Dublin 2

By telephone – The Support Team is available between 9:00 and 17:00 each Business Day at the following number: +353 (1) 7991199

Online – email 

2. What happens next?

2.1 Once you contact us with a formal complaint, we will try to solve the problem immediately.

2.2 However, if this isn’t possible, we will send you an acknowledgement letter within 5 working days, giving you the name of the person who is dealing with your complaint.

2.3 We will attempt to investigate and resolve your complaint within 15 business days upon receipt of your complaint. However, if we need to carry out a detailed investigation, we will send you an update on the progress of your complaint which will include the deadline by which you should receive a final reply.

2.4 We will attempt to investigate and resolve a complaint within 35 business days. However, if we don’t reach a conclusion within this timeframe, we will inform you of your right to refer the matter to the Financial Services Ombudsman.

3. Financial Services Ombudsman

3.1 We’ll always try to find a satisfactory solution for you. However, if you are not satisfied with the outcome, you may be eligible to take your complaint to the Financial Services Ombudsman. The Financial Services Ombudsman is independent and they deal with complaints which consumers have about financial service providers. It’s a free service to you.

3.2 How to contact the Financial Services Ombudsman:

Phone: 1890 882 090 or (01) 662 0899

Fax: (01) 662 0890

Email: 

Website: www.financialombudsman.ie

Address: Financial Services Ombudsman’s Bureau, 3rd Floor Lincoln House, Lincoln Place, Dublin 2

Complaints procedure (v2.3)

Fire-UK Complaints Procedure

Complaints procedure (v1.0)

1.How and where to complain?

1.1 If you are dissatisfied with our service, we’d like to have the opportunity to hear from you so that we can put it right. You can let us know by contacting us in the following ways:

In writing – Outline the nature of your complaint and send it to: Fire Financial Services Limited, Rise London, 41 Luke Street, London, EC2A 4DP

By telephone – The Support Team is available between 9:00 and 17:00 each Business Day at the following number: +44 (0)20 3744 4444

Online – email 

2. What happens next?

2.1 Once you contact us with a formal complaint, we will try to solve the problem immediately.

2.2 However, if this isn’t possible, we will send you an acknowledgement letter within 5 business days, giving you the name of the person who is dealing with your complaint.

2.3 We will attempt to investigate and resolve your complaint with a final decision in writing within 15 business days upon receipt of your complaint.

2.4 However, if we need to carry out a detailed investigation, or in exceptional circumstances, where additional time is required, we will send you an update on the progress of your complaint within 15 business days. This update will include the reason for delay and the deadline by which you will receive a final reply.

2.5 In these circumstances we will attempt to investigate and resolve a complaint within 35 business days. However, if we don’t reach a conclusion within this timeframe, we will inform you of your right to refer the matter to the Financial Services Ombudsman.

3. Financial Services Ombudsman

3.1 We will always try to find a satisfactory solution for you. However, if you are not satisfied with the outcome, you may be eligible to take your complaint to the Financial Ombudsman Service. The Financial Ombudsman Service is independent and they deal with complaints which consumers have about financial service providers. It’s a free service to you.

3.2 How to contact the Financial Ombudsman Service:

Phone: 020 7964 1400 or 080 0023 4567

Fax:  020 7964 1001

Email:  complaint.info@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk

Address:  Financial Ombudsman Service, Exchange Tower, London, E14 9SR

View the Fire-UK Complaints Procedure in PDF format.

© 2015 – 2019 Fire Financial Services Limited trading as fire.com and Fire.
Fire Financial Services Limited (fire-EU) is regulated by the Central Bank of Ireland, Reference No: C58301. Incorporated in Dublin, Ireland, Registration No: 464819.
Fire Financial Services Limited (fire-UK) is authorised as an Electronic Money Institution by the Financial Conduct Authority, Reference No: 900983. Incorporated in England & Wales, Registration No: 11549793.