Skip to main content
  1. Customer Service Charter
  2. Customer Service Complaints

Customer Service Complaints

If something goes wrong and you are not satisfied with our customer service, please tell us. This refers to the issue of customer care and service in how you were dealt with by our staff. In the first instance, please raise the matter with the relevant member of Fiosrú staff, so that we can respond and try to deal with the matter as efficiently as possible. If you are not happy with the response and wish to make a formal complaint about our service, you can follow the following process.

What You Can Complain About

This policy covers poor service, administrative errors, and concerns about how we have handled a matter. You can complain about things like:

  • unprofessional or inappropriate behaviour;
  • delays in handling your complaint about a garda;
  • poor, unclear, or unhelpful communication;
  • administrative or processing errors.

What is Not a Customer Service Complaint?

This process is for complaints about service delivery and administration. It is not a mechanism for challenging decisions made by Fiosrú in the exercise of its functions.

  • Disagreement with a decision we made in handling your complaint about a garda;
  • Disagreement in how we exercised our investigation-related powers or statutory functions;
  • GDPR or Freedom of Information (FOI) matters.

How to Make a Complaint

Please submit your complaint in writing to the Head of HR. This can be sent via email or post.

  • By Email: service@fiosru.ie
  • By Post: Customer Service, Fiosrú, 150 Abbey Street Upper, Dublin 1

Please include as much detail as possible, including dates, times, reference numbers, and a clear description of your concern.

If you cannot submit your complaint about Fiosrú in writing due to disability or accessibility needs, our Access Officer will assist you. You can contact our Access Officer by email at access.officer@fiosru.ie, or call 0818 600 800 or +353(1) 871 6727.

What Happens Next

When we receive your complaint, we will:

  • acknowledge receipt of your complaint;
  • review the information provided;
  • contact you or the relevant line manager, or consider other relevant information where necessary; and
  • issue a written response within the stated timeframe.

We aim to deal with complaints fairly, consistently, and as quickly as possible. If more time is required, we will keep you informed.

Timelines and Reviews

How long it takes: We aim to provide a full written response to your complaint within 20 working days. If more time is needed, we will keep you updated.

If you are unhappy: You may request a review of the outcome of your complaint in line with our internal procedures. A senior manager who has not previously been involved in the complaint will consider your request.  We will communicate the outcome of their review to you as soon as possible after it has been completed.

If, after following the complaints procedure above, you are still not happy, you can refer your complaint to: