Ms MaryRose McGovern:

I will let Mr. Sloyan look for that figure. I remind the Leas-Chathaoirleach that of all the complaints that were resolved in 2022, 82% did not need a formal decision imposing an outcome. We achieve a huge level of engagement in our dispute resolution services, where the parties are encouraged to come together. With the assistance of an FSPO mediator, they are encouraged to design their own resolution and come to a settlement themselves. It is only beyond that 82% last year, where there were other complaints that needed the formal process.

It is worth bearing in mind that complaints can be upheld, substantially upheld or partially upheld, so they would all be upheld in some respect. The Act also provides for complaints to be rejected where there is no evidence of wrongful conduct by the financial service provider.