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.
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, Dogpatch Labs, The CHQ Building, Custom House Quay, Dublin 1, D01 Y6H7.
By email – The Support Team is available between 9:00 and 17:00 each Business Day at the following email – support@fire.com
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.
3.1 – 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 (v2.4)
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
Online – email support@fire.com
2.1 – 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.
3.1 – 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:
View the Fire-UK Complaints Procedure in PDF format.