Written answers
Thursday, 21 July 2011
Department of Finance
Financial Services Ombudsman
7:00 pm
Michael McGrath (Cork South Central, Fianna Fail)
Link to this: Individually | In context
Question 137: To ask the Minister for Finance if he will provide details of the number of complaints currently under consideration by the Financial Services Ombudsman; the number of new complaints received in each of the years 2008, 2009, 2010 and to date in 2011; and if he will provide a breakdown of the complaints received by headings and the typical length of time it is taking for a complaint to be disposed of. [22468/11]
Michael Noonan (Limerick City, Fine Gael)
Link to this: Individually | In context
The Financial Services Ombudsman's Bureau has advised me that the number of complaints currently under consideration by the Financial Services Ombudsman is 3,901.
The average length of time required to process a complaint through all stages and issue a finding is between 9 and 11 months.
The number of new complaints received in each of the years 2008 to 2010 and in the period to 19 July 2011 is as follows:
Year Number of New Complaints
2008 5,947
2009 7,619
2010 7,230
2011 (to 19 July 2011) 4,132
The Bureau has three main sectors covering insurance, banking and investment products. Each sector has its own particular complaint heading type relative to the nature of the complaints, as follows:
Insurance
| · Claim Handling |
| · Customer Care |
| · Terms and Conditions |
| · Fees & Charges |
| · Mis-selling |
| · Non-Disclosure |
| · Policy Review |
| · Pre-Existing Condition |
| · Premium Rates |
| · Refusals |
| · Renewal/Lapse/ Cancellation of Policy |
| · Repudiation of Claim/Settlement Amount |
| · Subrogation/No claim bonus/ Pre-Accident Value of Motor vehicles |
| · Surrender Values/Bonus Rates |
Banking
| · Cheques |
| · Credit Rating ICB |
| · Customer Care |
| · Direct Debit/Standing Orders |
| · Disputed Balances & Transactions |
| · Terms and Conditions |
| · Fees & Charges |
| · Interest Applied |
| · Leasing Agreements |
| · Maladministration |
| · Mis-selling |
| · Opening/ Closing Accounts |
| · Overdrafts |
| · Refusal |
| · Repayment Terms |
| · Type of Mortgage |
| · Unauthorised Withdrawals |
Investment Products
| · Maladministration & Customer Care |
| · Mis-selling and Misrepresentation |
| · Poor Performance of policy/Fees & Charges |
No comments