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ARTICLE · 13 NOVEMBER 2026

Customer Experience In Regulatory Focus

William Fry LLP
William Fry LLP
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William Fry LLP

William Fry LLP

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The Central Bank of Ireland has elevated customer experience to a key supervisory priority, signaling a fundamental shift in how financial services firms must approach consumer protection. Drawing from recent regulatory guidance and cross-sectoral findings, the Central Bank now expects firms to embed customer interests throughout their governance structures, decision-making processes, and entire customer lifecycle. This heightened focus extends beyond traditional complaints handling to encompass accountabil

IrelandInsurance
Eoin Caulfield
Eoin Caulfield
Ian Murray
Ian Murray
Niall Campbell
Niall Campbell
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Customer experience has moved firmly up the supervisory agenda of the Central Bank of Ireland (Central Bank).

In recent remarks delivered at the Central Bank’s “Moving the Dial on Customer Experience” seminar, Patricia Dunne, Director of Horizontal Supervision, described customer experience as one of the Central Bank’s key consumer protection priorities. She emphasised that firms must place customer interests at the heart of their culture, governance and decision-making.

This message was reinforced by the Central Bank’s publication of its Moving the Dial on Customer Experience: Cross-Sectoral Industry Feedback Report on 21 October 2026 (Report). The Report consolidates findings from a broad programme of supervisory work across the retail financial services sector.

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