Pearse Doherty (Donegal, Sinn Fein)
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92. To ask the Minister for Finance the action the Central Bank will take against a bank (details supplied) following its computer problems; the rights of the affected customers in this regard; and if he will make a statement on the matter. [18798/18]

Paschal Donohoe (Dublin Central, Fine Gael)
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While the Central Bank cannot comment on individual interactions with regulated entities, Ulster Bank Ireland DAC (Ulster Bank) has been engaging with the Central Bank in relation to this matter.

Customers have a legitimate expectation of high quality, uninterrupted services, whether provided through traditional or online channels. The Central Bank expects all firms to have adequate systems and controls in place and where issues that impact customers arise they should be addressed and rectified urgently, particularly as customers are increasingly using and becoming dependent on online and mobile banking services.

In this regard, the Central Bank expects firms to communicate clearly and promptly with affected customers when a technical incident occurs, including details of the impacted service, details of alternative access to services and an undertaking that identifiable loss will be remediated. The Central Bank has communicated their expectations to the banks. All impacted customers who are dissatisfied with the service offered to them by their bank are recommended to formally register their dissatisfaction by making a complaint with the bank in question.

If a consumer is not satisfied with the outcome of their complaint lodged with the Bank they may refer the matter to the Financial Services and Pensions Ombudsman to have it independently investigated. Investigations by the Financial Services and Pensions Ombudsman are free of charge to the customer.