Tommy Broughan (Dublin North East, Independent)
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223. To ask the Minister for Finance if he is satisfied that persons lodging complaints with the Financial Services Ombudsman who cannot afford third party or legal representation or do not want such representation are sufficiently supported in lodging complaints and being made aware of the necessary documentation and other particulars required to have complaints processed. [43311/14]

Michael Noonan (Limerick City, Fine Gael)
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Firstly, I must point out that the Financial Services Ombudsman is independent in the performance of his statutory functions. 

However, I have been informed by the Financial Services Ombudsman's Bureau (FSOB) that it acts in an impartial manner and when dealing with unresolved disputes between a consumer and a financial service provider the FSOB does not advise either party.

I have been further informed that the FSOB always offers to guide a Complainant through the complaint process and offers support (such as further explanation or referral to an appropriate body) if needed. A comprehensive website and detailed brochures are available to Complainants.  In addition, the FSOB informs me that it is more than willing to explain all stages of the process, what documentation is necessary and why it is necessary to progress the complaint.

The FSOB's staff members are experienced in assisting and informing the Complainants throughout the complaint process. If a Complainant is representing themselves (which occurs in most complaints) the FSOB provides information and guidance in an impartial manner to that Complainant. If a Complainant seeks assistance in compiling and drafting their complaint, he/she will be directed to seek independent advice and / or avail of information on the FSOB's website. Depending on the circumstances, the FSOB might direct a Complainant to do one or more of the following:-

- Visit  the website to understand how the FSOB handles complaints;

- Contact their local Citizens Information for advice on the best way to deal with financial problems and complaints;

- Contact the  Money Advice and  Budgeting Service for impartial information and guidance about  their money;

- Contact the Free Legal Aid Centre;

- Seek independent legal advice.

Therefore it appears to me that Complainants are sufficiently and appropriately supported throughout the complaints process.