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An tOmbudsman Seirbhísí Airgeadais agus PinseanFinancial Services and Pensions Ombudsman12. Internal CustomerWe recognise our own team members as internal customers, and ensure that they are properlytrained, consulted, and otherwise supported in their individual roles, to achieve their deliverables andthe fulfilment of our objectives, in the course of their work.13. SustainabilityWe recognise the importance of having in place measures that will allow us to be as energy efficientas possible and to be environmentally conscious whilst providing our services.10

An tOmbudsman Seirbhísí Airgeadais agus PinseanFinancial Services and Pensions Ombudsman1.2.2. Customer Action Plan and Complaints ProcedureThe following FSPO Customer Action Plan and Complaints Procedure will be displayed on our websiteand on site, within the public area of our Office. These will be reviewed annually, or more often ifappropriate. Stakeholders are asked to give their feedback on this Action Plan.DRAFT CUSTOMER ACTION PLANIntroductionThe Customer Action Plan describes how the commitments and standards set out in the CustomerCharter will be delivered and evaluated by the Financial Services and Pensions Ombudsman (FSPO).The Government has set out a number of Guiding Principles of Quality Customer Service for publicsector organisations, and this Action Plan describes our services and commitments.Our aim is to provide the highest quality of service to all customers. Over the period of the Plan, wewill continue to encourage feedback from customers, evaluate that feedback and, where possible,continuously improve on the quality of service offered.Role of the FSPOThe Financial Services and Pensions Ombudsman (FSPO) was established by the Financial Services andPensions Ombudsman Act 2017 and was established on 1 January 2018, following the merger of theFinancial Services Ombudsman’s Bureau and the Office of the Pensions Ombudsman.We are an independent, impartial, fair and free service which gives a forum, where appropriate, toresolve complaints made about the conduct of pension providers and regulated financial serviceproviders.Where necessary, we will redress an imbalance between the parties involved in the dispute.We are funded by levies on financial service providers and by a grant from the Government.Our mission, as an independent public body, is provide an impartial, accessible, and responsivecomplaint resolution service that delivers fair, transparent and timely outcomes for all customers, andenhances the financial services and pension environment.Our vision is for a progressive financial services and pension environment built on trust, fairness andtransparency, where complaints are the exception.We are guided by five key values that underpin our core activities as we strive towards our vision.11

An tOmbudsman Seirbhísí Airgeadais agus PinseanFinancial Services and Pensions OmbudsmanThese are:FairnessWe will adopt an impartial, independent, objective approach, dealing with each complaint based onits own merits.We will listen to all parties in dispute, asking questions to redress the balance between them.IndependenceWe will be independent in how we handle complaints, yet accountable to the people and to theOireachtas.EffectivenessWe 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.AccessibilityWe 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.IntegrityWe 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.FSPO’s Commitment to the Principles of Quality Customer ServiceWe work to provide the best possible service to everyone who contacts us. We do this through ourcommitment to the Principles of Quality Customer Service outlined below.1. Quality Service StandardsPublish a statement (Customer Charter) that outlines the nature and quality of service whichcustomers can expect, and display it prominently at the point of service delivery.We are committed to carrying out all our functions in a fair, impartial, balanced and transparentmanner. Our aim is to provide a professional and efficient service to all stakeholders and act withintegrity at all times.The standards of service customers can expect when interacting with us are outlined in our CustomerCharter. The majority of customers contact us through our website or by email or phone. The12

An tOmbudsman Seirbhísí Airgeadais agus PinseanFinancial Services and Pensions OmbudsmanCustomer Charter and Customer Action Plan are available on our website www.fspo.ie. Both theCharter and Action Plan will also be displayed on site, within the public area of our Office and can bemade available in hard copy, upon request.COMMITMENTPERFORMANCE INDICATORPublish a Customer Service Charter and Charter and Action Plan are available on ourCustomer Action Plan.website, on site at our Office and in hard copyupon request.Ensure all team members are aware and adhere Feedback received from internal and externalto the commitments made.customers through consultation in preparingplan.Customer service training for all team membersannually and included in inductions for newteam members.Invite feedback from our customers on our Creation of new channels through whichwebsitecustomer experience insights can be nce survey.Provide published indications of average This information will be published on ourtimeframes for complaint handling in this office. website and updated regularly.2. Mutual RespectFoster an environment of mutual respect between our customers and team members.We understand that in times of trouble or stress, people may act out of character. There may havebeen upsetting or distressing circumstances leading up to your communication with us. We do notview behaviours as unacceptable or unreasonable just because someone is forceful or determined.We believe that people have the right to be heard, understood and respected. We also consider thatour staff have the same rights.13

An tOmbudsman Seirbhísí Airgeadais agus PinseanFinancial Services and Pensions OmbudsmanWe treat our customers with respect and remind our customers that our team members must also betreated with respect, in a manner which recognises the right of the individual to dignity in theirworking life.Any form of aggression, bullying, harassment or discrimination will not be accepted and we reservethe right to take appropriate action should the necessity arise in line with our Customer EngagementPolicy.COMMITMENTPERFORMANCE INDICATORPublish a Policy outlining how we will engage Customer Engagement Policy is available on ourwith our customers and how we expect our website and in hard copy upon request.customers to engage with us.Ensure all team members are aware of the Ongoing training on mutual respect policiesprocess in relation to mutual respect.including inductions for new team members.3. Equality and DiversityEnsure the right to equal treatment established by equality legislation, and accommodate diversity,so as to contribute to equality for all.Identify and work to eliminate barriers to accessing our services for people who may be vulnerableor experiencing poverty and social exclusion, and for those facing geographic barriers to services.We are committed to delivering a service that complies fully with all equality legislation and byaccommodating the specific needs of all our customers, is available to all. We are dedicated toensuring that no one is discriminated against in their interactions with us, in line with our CustomerEngagement Policy.COMMITMENTPERFORMANCE INDICATOREnsure that all customers are treated equally.Conduct equality-focussed review of customerfeedback.Develop and publish guidance for our team Guidance is available on our website and in hardmembers and customers in relation to our copy upon request.accessibility and reasonable accommodationspolicies.14

An tOmbudsman Seirbhísí Airgeadais agus PinseanFinancial Services and Pensions OmbudsmanProvide training to team members on equality Ongoing training on equality and diversityand diversity matters, as required.policies including inductions for new teammembers.Investigatethealternativeengagement Assessment of alternative channels for outreachchannels that may be employed to provide a and more localised customer engagement.better service to potential customers facinggeographic barriers to services.4. Physical AccessProvide clean, accessible public offices that ensure privacy, comply with occupational and safetystandards and, as part of this, facilitate access for people with specific needs.We are committed to providing appropriate physical access to our offices and to ensuring that alloffice areas comply with occupational and safety standards, as well as any public health advice.Our team includes a Safety Officer, Fire Wardens and an Access Officer. The Access Officer coordinates any assistance that may be needed to meet all our customers’ needs, including those whorequire reasonable accommodation(s).Our offices occupying the ground, third and fourth floors of Lincoln House are accessible by lift andstairs.There are accessible toilets on third and fourth floors and our Lincoln House offices are wheelchairfriendly.Assistance dogs or guide dogs are welcome in the building and toileting arrangements can be made.To assist us in ensuring privacy in discussions we encourage visitors to our office to make anappointment before visiting.COMMITMENTPERFORMANCE INDICATORMonitor and maintain the safety and cleanliness Offices are maintained to an acceptableof our offices.standard.Ensure appropriate meeting facilities are Customer feedback.available for customer visits.15

An tOmbudsman Seirbhísí Airgeadais agus PinseanFinancial Services and Pensions OmbudsmanAddress health and safety issues at regular Number of meetings attended and issueshealth and safety meetings.addressed efficiently and effectively.Maintain an appropriate number of trained Appropriate number of adequately trainedsafety staff.health and safety and fire officers available.Refresher training provided in line with bestpractice.All team members participate in emergency and Fire drills held quarterly, where possible.evacuation drills.Level of adherence of team members withemergency evacuation procedures.Evacuation report compiled post fire drills andissues addressed efficiently.Premises is Disability Access Certified.Premises certified.Ensure that office is accessible for any customer Accessibility Audit carried out to ensurerequiring specific needs.compliance.5. InformationTake a proactive approach in providing information that is clear, timely and accurate, is available atall points of contact, and meets the requirements of people with specific needs. Ensure that thepotential offered by Information Technology is exploited and that the information available on ourwebsite follows the guidelines on accessibility.Continue the drive for simplification of rules, regulations, forms, information leaflets andprocedures.We are committed to providing information to ensure that the potential offered by InformationTechnology is fully availed of and that the information available on our website follows the guidelineson web publication. We will continue the drive for simplification of rules, regulations, forms,information leaflets and procedures. We are committed to continuing to make sure that all ourpublications are clear, accurate and available in electronic or printed format.We have two main points of information for external customers, our website (www.fspo.ie) and ourCustomer Information Line, which answers queries on how to bring a complaint to us in respect of theconduct of a regulated financial service provider or pension provider.16

An tOmbudsman Seirbhísí Airgeadais agus PinseanFinancial Services and Pensions OmbudsmanWhen answering queries, we will give accurate information in a timely fashion, using clear and simplelanguage.In the event that an enquiry is not relevant to the service we provide, every effort will be made todirect the customer to a relevant body that can assist them.COMMITMENTPERFORMANCE INDICATORUse Plain English written communications, Plain English mark on key customer facingkeeping the use of technical or official terms to content.a minimum and where necessary explainingthese terms.Ensure all website contact methods are in Regular functionality and accessibility checks.working order.Explore new customer contact channels, such as Research new channels, document outcome forthrough the use of social media, or through Senior Management decision.customer information events.Continue to simplify and streamline our Regular monitoring and reporting of throughputcomplaint process.KPIs.Make staff information and updates on matters Team members’ feedback regarding availabilityof interest available via the Intranet and internal and ease of access to information.email where practicable.6. Timeliness, Courtesy and SensitivityDeliver quality services with courtesy, sensitivity and the minimum delay, fostering a climate ofmutual respect between provider and customer.Give contact names in all communications to ensure ease of ongoing transactions.Our team members undertake to be prompt, patient and courteous in all dealings with our customerswhether in writing, by telephone or face to face contact in our offices, at meetings or at any otherevents.Visitors to our offices will be made to feel welcome and will be treated with courtesy and respect. Weaim to deal with our customers efficiently and promptly.17

An tOmbudsman Seirbhísí Airgeadais agus PinseanFinancial Services and Pensions OmbudsmanCOMMITMENTPERFORMANCE INDICATORAnswer the telephone promptly and identify Customer feedback and call answering statistics.ourselves when doing so.Ensure that when team members are out of the Audit of absence messages by team members.office, appropriate voicemail and out of officeemail messages are active.Ensure that all team members provide their Audit of correspondence.contact details in any correspondence to allowfor easy follow up.Ensure routine written correspondence is Audit of correspondence.acknowledged within 10 working days.Monitorcustomersatisfactionwiththe Customer surveys and feedback.timeliness and courtesy of team members.7. ChoiceProvide choice, where feasible, in service delivery including contact points, opening hours anddelivery times. Use available and emerging technologies to ensure maximum access and choice, andquality of delivery.We make every effort to provide multiple ways for our customers to access our services, findinformation about us and to contact us.COMMITMENTPERFORMANCE INDICATORProvide a range of service delivery/contact Customer feedback.channels, i.e. website, letter, email, online formsand phone.Consider how technology can improve range Enable new services to customers (e.g. onlineand quality of services provided to customers mediation, social media contact channel).(ICT Strategy 2020-2024).18

An tOmbudsman Seirbhísí Airgeadais agus PinseanFinancial Services and Pensions Ombudsman8. Language ChoiceProvide quality services through Irish and/or bilingually and inform customers of their right tochoose to be dealt with through one or other of the official languages.We recognise the right of customers to avail of our services through Irish, through English, or using amix of both languages. Customers are very welcome to interact with us through Irish, or bilingually ifthey so wish.We will provide interpretation as required for users of Irish Sign Language to enable full access to ourservices. For speakers of other languages, we will try to make our services accessible throughtranslation or interpretation as appropriate.COMMITMENTPERFORMANCE INDICATORThe published Scheme under the Official CommitmentsimplementedinlinewithLanguages Act 2003 will detail the services we timeframes in the Scheme.will provide through Irish, English, and throughboth Irish and English.Encourage and support team members in Ongoing training.developing or improving their Irish languageskills.9. Feedback, Complaints and AppealsMaintain a well-publicised, accessible, transparent and simple-to-use system of dealing withcomplaints about the quality of service provided.We are committed to dealing with issues of customer dissatisfaction relating to the quality of ourservice. We will do so in an objective, consistent, open and fair manner. Customers have a right tocomplain if the standard of service we provide is not up to the standard set out in our Charter. Anycomplaint you make about our service will be addressed as quickly as possible and you will be keptinformed of progress.If you have a customer service complaint, you are requested to follow our customer service complaintsprocedure.19

An tOmbudsman Seirbhísí Airgeadais agus PinseanFinancial Services and Pensions OmbudsmanCOMMITMENTPERFORMANCE INDICATOREnsure all service complaints are addressed Quarterly audit of complaint records.promptly, fairly and in a consistent manner.Ensure team members are aware of the Annual customer service training for teamcomplaints procedure and appeals process, and members, and included in inductions for newthe importance of efficient customer service team members.complaint acknowledgement and resolution.Raise awareness of team members in relation to Team member feedback.t

The Customer Charter should define service standards in clear terms and simple language and should inform customers of contact and feedback mechanisms. In addition, the Customer Charter should be supported by a Customer Action Plan, which describes in detail how the commitments and standards set out in the customer charter, and other customer