Dáil Éireann Debate, Wednesday - 20 April 2016
103. Deputy Finian McGrath asked the Minister for Finance his views on correspondence regarding mortgage difficulties for a person (details supplied) in Dublin 5; and if he will make a statement on the matter. [7437/16]
View answerAs the Deputy is aware, I, as Minister for Finance, have no direct function in the relationship between EBS (a subsidiary of AIB) and its customers. Notwithstanding the fact that the State is a significant shareholder in the institution, the Minister must ensure that the bank is run on an independent basis to ensure the value of the bank as an asset to the State. It would therefore be inappropriate for me to intervene in any particular case. A Relationship Framework has been specified that defines the arms-length nature of the relationship between the Minister for Finance and the bank. These Frameworks were published on 30 March 2012 and the AIB Relationship Framework can be found at: http://finance.gov.ie/sites/default/files/Allied-Irish-Banks1.pdf.
While it is not possible for me to comment on the position of an individual customer, in the vast majority of cases the best course of action is to engage directly with the bank to establish the status of the mortgage in question and come to a realistic and sustainable repayment arrangement. If an EBS customer is not satisfied with their financial service provider's decision(s) they can make a complaint to AIB Customer Support Centre, Bankcentre, Ballsbridge, Dublin 4, using the internal formal complaints procedure. Should this process come to a conclusion which they are not satisfied with, they may wish to refer the matter to the Financial Services Ombudsman to have it independently investigated. The Financial Services Ombudsman can only take on complaints when the lender's appeals process has first been exhausted. Contact details are as follows: Address: The Financial Services Ombudsman, 3rd Floor, Lincoln House, Lincoln Place, Dublin 2. Lo call 1890 88 20 90; Email - enquiries@financialombudsman.ie. Website: www.financialombudsman.ie.
Separately, confidential and independent advice on money and debt issues is available free of charge from MABS advisers (MABS Helpline, lo call 1890 283 438, Monday to Friday 9am to 8pm, www.MABS.ie). They can help ensure that customers are fully aware of their rights and responsibilities in dealing with mortgage arrears difficulties.
