Ruth Coppinger (Dublin West, Solidarity)
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603. To ask the Minister for Finance the number of cases that are unresolved for over one year in the Financial Services and Pensions Ombudsman; if he believes more resources are needed to resolve longstanding cases in the body; and if he will make a statement on the matter. [20578/25]

Paschal Donohoe (Dublin Central, Fine Gael)
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The FSPO provides an independent, fair, impartial, confidential and free service to resolve complaints.

Complaints are resolved through either informal mediation, leading to a potential settlement agreed between the parties, or formal investigation and adjudication, leading to a legally binding decision.

The number of complaints received by the FSPO in 2024 remained at a historically high level (6,185 complaints). In the same year, the FSPO closed 5,907 complaints, 14% more complaints than closed in 2023.

86% of complaints that closed in 2024 were closed within 12 months, mainly through early-stage processes and mediation.

For all complaints that closed in 2024, including tracker mortgage complaints, the average time from receipt of complaint to closure, was 8.4 months. For non-tracker mortgage complaints that closed in 2024, the average time from receipt to closure, was 7.2 months.

Certain more complex complaints, including those requiring a formal adjudication take longer to resolve. This reflects the fact that adjudications by the Ombudsman are legally binding. Accordingly, it is important that every decision arrived at has followed due process and allowed both parties to make submissions and offer observations on the evidence and on the other party’s submissions, as appropriate. The process whereby each party can make observations on the other party’s submissions continues until both parties are satisfied that they have nothing further to add.

As of 22 April 2025, there are 3,115 complaints currently active that were received before 22 April 2024.

Most complaints ongoing for over 12 months are in the FSPO’s formal investigation or legal review processes. The rigour of these formal processes, by their nature, will take longer in general for complaints to transit through.

In December 2023, the Minister for Finance sanctioned an increase in the FSPO’s staff complement from 90.2 to 128 and 45 appointments were made to the FSPO during 2024, including the filling of vacancies arising from promotions. This increase in staffing levels was required to address the increase in the number of complaints received in recent years, and also aims to reduce the time it takes to resolve complaints.