Results 801-820 of 10,460 for speaker:Gerry Horkan

Joint Oireachtas Committee on Finance, Public Expenditure and Reform, and Taoiseach: Financial Services Ombudsman's Bureau - Strategic Plan 2017 and Tracker Mortgage Issues: Discussion (2 Mar 2017)

Gerry Horkan: Do those opting for face-to-face mediation have to go to the office of the ombudsman? If one is based near the office that is fine, but if not, it is a problem. Are there regional or outreach programmes where the office arranges meetings in hotels or other offices?

Joint Oireachtas Committee on Finance, Public Expenditure and Reform, and Taoiseach: Financial Services Ombudsman's Bureau - Strategic Plan 2017 and Tracker Mortgage Issues: Discussion (2 Mar 2017)

Gerry Horkan: If the complaint is in Donegal, the people are in Donegal and the institutions are in Donegal, for example, or in Kerry or Limerick, it probably makes more sense if the mediation could be done at those locations and a member of staff from the office would go there instead of the other way around.

Joint Oireachtas Committee on Finance, Public Expenditure and Reform, and Taoiseach: Financial Services Ombudsman's Bureau - Strategic Plan 2017 and Tracker Mortgage Issues: Discussion (2 Mar 2017)

Gerry Horkan: Is that because the banks have changed their own regulations?

Joint Oireachtas Committee on Finance, Public Expenditure and Reform, and Taoiseach: Financial Services Ombudsman's Bureau - Strategic Plan 2017 and Tracker Mortgage Issues: Discussion (2 Mar 2017)

Gerry Horkan: Is Ms Cassidy saying that the culture of the banks and the other institutions has improved significantly in terms of how they treat customers and how they regard the bureau as an instrument of dispute resolution? She is saying that in the old days it was them using phrases such as "The rule says", "We can get away with that because it is six years and a day", "We do not have to deal" or...

Joint Oireachtas Committee on Finance, Public Expenditure and Reform, and Taoiseach: Financial Services Ombudsman's Bureau - Strategic Plan 2017 and Tracker Mortgage Issues: Discussion (2 Mar 2017)

Gerry Horkan: Before it ever comes to the bureau.

Joint Oireachtas Committee on Finance, Public Expenditure and Reform, and Taoiseach: Financial Services Ombudsman's Bureau - Strategic Plan 2017 and Tracker Mortgage Issues: Discussion (2 Mar 2017)

Gerry Horkan: Mr. Deering alluded earlier to the bureau's commitment to reviewing online feedback on a monthly basis. He says that has been very positive.

Joint Oireachtas Committee on Finance, Public Expenditure and Reform, and Taoiseach: Financial Services Ombudsman's Bureau - Strategic Plan 2017 and Tracker Mortgage Issues: Discussion (2 Mar 2017)

Gerry Horkan: Obviously, we are all bombarded with e-mails, surveys and requests to fill in information. What percentage return has the bureau achieved in light of the fact that most people probably tick the box? What percentage of people tick the box? Of those who tick the box and get the form, what percentage reply?

Joint Oireachtas Committee on Finance, Public Expenditure and Reform, and Taoiseach: Financial Services Ombudsman's Bureau - Strategic Plan 2017 and Tracker Mortgage Issues: Discussion (2 Mar 2017)

Gerry Horkan: It is opt-in rather than opt-out or vice versa.

Joint Oireachtas Committee on Finance, Public Expenditure and Reform, and Taoiseach: Financial Services Ombudsman's Bureau - Strategic Plan 2017 and Tracker Mortgage Issues: Discussion (2 Mar 2017)

Gerry Horkan: I am sure it is, but are we saying then that all the feedback is based on about 12% of the number of cases if it is 40% of 30%?

Joint Oireachtas Committee on Finance, Public Expenditure and Reform, and Taoiseach: Financial Services Ombudsman's Bureau - Strategic Plan 2017 and Tracker Mortgage Issues: Discussion (2 Mar 2017)

Gerry Horkan: Equally, one is more likely to hear bad news than good. The fact that the bureau is hearing good news is positive.

Joint Oireachtas Committee on Finance, Public Expenditure and Reform, and Taoiseach: Financial Services Ombudsman's Bureau - Strategic Plan 2017 and Tracker Mortgage Issues: Discussion (2 Mar 2017)

Gerry Horkan: The bureau will see trends and so on.

Joint Oireachtas Committee on Finance, Public Expenditure and Reform, and Taoiseach: Financial Services Ombudsman's Bureau - Strategic Plan 2017 and Tracker Mortgage Issues: Discussion (2 Mar 2017)

Gerry Horkan: Is the move towards greater use of mediation a reflection of best practice internationally or was there a particular reason the bureau moved in that direction? Is that where counterparts in other countries are moving?

Joint Oireachtas Committee on Finance, Public Expenditure and Reform, and Taoiseach: Financial Services Ombudsman's Bureau - Strategic Plan 2017 and Tracker Mortgage Issues: Discussion (2 Mar 2017)

Gerry Horkan: Other agencies sometimes publish case studies for people to consider. Does the bureau publish case studies and trends in complaints? For example, the trend in complaints might be that they refer more to tracker mortgages or to insurance products. If so, how many were there last year? Is there a trend?

Joint Oireachtas Committee on Finance, Public Expenditure and Reform, and Taoiseach: Financial Services Ombudsman's Bureau - Strategic Plan 2017 and Tracker Mortgage Issues: Discussion (2 Mar 2017)

Gerry Horkan: It was on complaint trends.

Joint Oireachtas Committee on Finance, Public Expenditure and Reform, and Taoiseach: Financial Services Ombudsman's Bureau - Strategic Plan 2017 and Tracker Mortgage Issues: Discussion (2 Mar 2017)

Gerry Horkan: The bureau has a key performance indicator, KPI, to inform financial service providers of their role and responsibilities within the financial services industry. What does it mean by "inform"? One hopes these people know what they are doing. In terms of consumer protection, what is the bureau trying to do in that KPI?

Joint Oireachtas Committee on Finance, Public Expenditure and Reform, and Taoiseach: Financial Services Ombudsman's Bureau - Strategic Plan 2017 and Tracker Mortgage Issues: Discussion (2 Mar 2017)

Gerry Horkan: If we hear of situations where people are being hounded by banks with phone calls six or seven times a day or 30 or 40 times a week, as we do, can the bureau tell the banks to stop? Can it direct that they only make contact once a day or once a week and only by landline? I am not saying all institutions are doing it or that it is widespread, but the committee, in its discussions with chief...

Joint Oireachtas Committee on Finance, Public Expenditure and Reform, and Taoiseach: Financial Services Ombudsman's Bureau - Strategic Plan 2017 and Tracker Mortgage Issues: Discussion (2 Mar 2017)

Gerry Horkan: Are they industry codes of conduct?

Joint Oireachtas Committee on Finance, Public Expenditure and Reform, and Taoiseach: Financial Services Ombudsman's Bureau - Strategic Plan 2017 and Tracker Mortgage Issues: Discussion (2 Mar 2017)

Gerry Horkan: In terms of direct engagement, does the office meet regularly with management and staff of the main financial services institutions in this country? Does it have quarterly, half-yearly or annual discussions with the chief executives or heads of compliance of the institutions?

Joint Oireachtas Committee on Finance, Public Expenditure and Reform, and Taoiseach: Financial Services Ombudsman's Bureau - Strategic Plan 2017 and Tracker Mortgage Issues: Discussion (2 Mar 2017)

Gerry Horkan: In regard to Insurance Ireland, I am sure Mr. Deering is aware of the committee's indepth discussions and report on motor insurance. Does the office deal with motor insurance queries?

Joint Oireachtas Committee on Finance, Public Expenditure and Reform, and Taoiseach: Financial Services Ombudsman's Bureau - Strategic Plan 2017 and Tracker Mortgage Issues: Discussion (2 Mar 2017)

Gerry Horkan: What percentage of its overall workload relates to motor insurance?