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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 it too early to say whether the office has or has not been able to meet these new targets?

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: Of those 2,200 that were outstanding in the old process from a year ago, how many have been resolved? Are we still on 2,100? Are we down to 800?

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: Does the 2,200 include trackers as well?

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: Approximately 1,500 are closed in their entirety. There are 300 coming to some kind of conclusion and 400 more are trackers, which are a separate issue.

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: They are new complaints dealt with in the new process.

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 was inquiring because sometimes legacy systems are inherited and put in the corner, as it were, while the new stuff takes precedence.

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 office states that it communicates progress to complainants throughout the dispute process. How does that communication take place and how frequent is it? Can people look at their complaints online or are updates by phone, e-mail or letters provided?

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 it fair to say that the level of phone mediation was not expected to be so high? Does that result in efficiencies within the process? One can deal with many more complaints per hour on the phone that one can if arranging meetings and scheduling them every half an hour or hour or so.

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?