Kildare Residents Demand Better Amid Customer Service Complaints Surge

Wednesday, 27 March 2024 11:26

By Martin Osborne

Customer service woes remain the top gripe, making up 24% of all complaints.

Kildare residents aren't holding back when it comes to airing their financial grievances, with complaints to the Financial Services and Pensions Ombudsman (FSPO) skyrocketing by 48% in 2023, hitting a total of 283.

The surge propels Kildare to the third-highest county in Ireland for financial service and pension complaints.

The nationwide trend is equally striking, with a record-breaking 29% increase in complaints received by the FSPO, reaching a staggering 6,182 in 2023.

Despite the influx, the FSPO managed to close 5,184 complaints, marking a 12% increase from the previous year, with 85% of complaints resolved within 12 months.

Customer service woes remain the top gripe, making up 24% of all complaints.

Banking complaints dominated at 62%, followed by insurance at 23%.

Dublin led the pack in complaints by county, with Kildare trailing closely behind at third place.

Despite the surge, the FSPO remains committed to swift resolutions, with an average closure time of 8.6 months. Plans are underway to recruit 38 new employees to handle the rising workload.

Amidst the complaints, mediation emerges as a beacon of hope, resolving over 70% of mediated complaints satisfactorily.

The FSPO forwarding eight legally binding decisions to the Central Bank of Ireland.

As financial frustrations persist, the FSPO has called on providers to step up and address systemic issues to prevent future complaints.

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