Seán Sherlock (Cork East, Labour)
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Question 167: To ask the Minister for Finance if he will investigate a situation whereby a customer of an Irish bank was not notified of changes to mortgage services at that bank (details supplied); and if he will make a statement on the matter. [9938/09]

Brian Lenihan Jnr (Dublin West, Fianna Fail)
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If the customer of the regulated financial service provider (details as supplied) has complained in writing to the lender about failure to notify of changes to its mortgage services and has not had a satisfactory response, he should take his complaint to the Financial Services Ombudsman. The remit of the Financial Services Ombudsman, which is an independent statutory body, is to investigate, mediate and adjudicate unresolved complaints of customers about financial service providers. There is no charge for using the services of the ombudsman, which can be contacted at the following address: Financial Services Ombudsman's Bureau, 3rd Floor, Lincoln House, Lincoln Place, Dublin 2, or by phone to LoCall number 1890 88 20 90. Alternatively, the person in question may make an on-line complaint using the ombudsman's on-line complaints form, which may be found at www.financialombudsman.ie. Under the general provisions of the Financial Regulator consumer protection code, a regulated entity must ensure that in all its dealings with customers and within the context of its authorisation, it acts honestly, fairly and professionally in the best interests of its customers and the integrity of the market.