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 support@fire.com

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:

Complaints procedure (v2.3)