Michael McGrath (Cork South Central, Fianna Fail)
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Question 102: To ask the Minister for Finance the number of representations made to him or his Department by or on behalf of customers of an institution (details supplied) in 2011 and to date in 2012; the nature of the representations; the way they are handled by his Department; and if he will make a statement on the matter. [27199/12]

Michael Noonan (Limerick City, Fine Gael)
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As the Deputy is aware the representations are received in a number of ways including representations through political representatives, from individuals directly, from legal representatives of clients of the bank etc. These representations are received through a number of channels including mail, e-mail and primarily by telephone contact. While the Department has records of written correspondence received that relate to the institution referred to in the question we do not have a breakdown of the representations which are on behalf of customers of the institution. There is generally, no record of telephone communication and the calls are dealt with as received. The overall number of written representations relating to customers of the institution referred to which were received was 20 in 2011 and 16 in 2012.

Under the Relationship Framework the Board of the bank is assigned responsibility and authority in relation to the day to day operation of the bank including the management of relationships with the bank's clients. As a general rule the Department does not become involved in individual cases and will refer callers to the bank, to the Central Bank or to the Financial Services Ombudsman etc. as appropriate and depending on the circumstances of the case. In particular cases where there appears to be a public interest issue, or where the circumstances appear to controvert the bank's policy or practice, the Department may, while referring the client to the bank, raise the matter with the bank to assist in understanding the issues or to ensure that management at the bank is aware of particular or recurrent problems. Any such involvement by the Department is facilitative and does not impinge on the responsibility and authority of the bank.