Ryanair has once again topped the list of the most complained about companies in Ireland, according to the latest data from the Competition and Consumer Protection Commission (CCPC). The airline recorded 593 complaints in the most recent reporting period, maintaining its position as a primary source of consumer frustration.
The findings, detailed in the watchdog’s 2025 consumer helpline report, highlight a persistent struggle for passengers and shoppers alike to resolve disputes with major firms. While Ryanair leads the count, the report reveals a dramatic surge in grievances against other sectors, particularly in home furnishings and online retail, reflecting a broader volatility in the consumer experience.
In total, the consumer watchdog handled just under 43,000 complaints over the last year. The data suggests that while many consumers eventually reach a resolution, the process remains arduous, with a significant number of people reporting the need for repeated contact before their issues were addressed.
Supply Chain Failures and Retail Friction
While Ryanair’s presence on the list is a recurring theme, the most striking shift in the data involves Rathwood, a Carlow-based garden and outdoor furniture retailer. The company saw a massive spike in consumer dissatisfaction, jumping from 24 complaints in 2024 to 565 in the latest report.
The company has since acknowledged these failures, citing the loss of a primary supplier of uniquely designed garden furniture as the catalyst for the chaos. This disruption led to significant delivery delays and slow response times regarding refunds. In a statement, a Rathwood spokesperson admitted the company “fell short” and expressed a full commitment to restoring customer trust.
To mitigate the damage, Rathwood stated it issued over 9,000 complimentary tickets and financial vouchers, including access to its “santa train” event, as a gesture of goodwill while it rebuilt its supply chain to create a more reliable system.
Rounding out the top three is the UK-based electrical retailer Currys, which drew 445 complaints. Like Ryanair, Currys was too featured in the top ten of the 2024 report, suggesting systemic issues in customer service or product fulfillment that have yet to be fully resolved.
The Rise of Online and Home Improvement Disputes
The 2025 report underscores a shifting landscape in how consumers shop and where they encounter problems. There has been a notable 14% increase in complaints regarding online purchases, totaling 9,802 contacts. This trend reflects the continued migration toward e-commerce and the subsequent friction in returns and delivery.
Similarly, the home improvement sector has seen a rise in conflict. Complaints regarding home building or improvements increased by 12%, with 2,838 complaints logged. The financial stakes in this category are particularly high. consumers reported spending an average of €14,597 on projects that later developed significant issues.
In response to these trends, the CCPC issued an open letter last November to traders in the maintenance and construction sectors, reminding them of their legal obligations under consumer protection law.
Navigating the Resolution Gap
Despite the high volume of complaints, the CCPC has begun tracking the “after-action” results to see if these grievances actually lead to solutions. A follow-up study conducted with consumers at least four weeks after their initial helpline contact revealed a mixed picture of corporate accountability.
| Metric | Percentage/Figure |
|---|---|
| Contacted the trader after helpline call | 96% |
| Reached a successful resolution | 43% |
| Received a refund from the trader | 38% |
| Contacted trader 5 or more times | 61% |
| Incurred additional costs during process | 16% |
The data suggests that while the majority of consumers attempt to resolve issues directly with the firm, the process is often inefficient. The fact that 61% of respondents had to contact a trader five or more times indicates a significant “friction gap” in customer service recovery.
Grainne Griffin, CCPC Director of Communications, emphasized that consumers must be aware of their statutory rights, particularly regarding faulty goods. She noted that “one fifth of all contacts” to the helpline in 2025 related to faulty goods and services. Griffin clarified that regardless of whether a warranty or guarantee exists, the legal responsibility lies with the seller to resolve the issue, meaning consumers should not be forced to deal directly with the manufacturer.
Key Consumer Rights in 2025
For those currently dealing with disputes, the CCPC highlights several critical protections under EU and Irish law:
- Online Returns: Consumers generally have the right to send goods back within 14 days of receipt, provided they inform the trader.
- Seller Liability: The retailer who sold the product is responsible for resolving issues with faulty goods, not the manufacturer.
- Right to Redress: Depending on the fault, consumers may be entitled to a repair, replacement, or a full refund.
While vehicle-related issues were the single biggest driver of calls in 2025—with 5,827 complaints—the overarching theme of the report is the need for companies to streamline their resolution processes to avoid the “repeat contact” cycle.
The CCPC continues to monitor these trends and will provide further updates as it analyzes the efficacy of its open letters to traders and the subsequent impact on consumer resolution rates. Future reports are expected to further detail the success rate of the “follow-up” initiative to determine if corporate behavior is improving in the face of public data.
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