Dáil Éireann Debate, Thursday - 6 April 2017
111. Deputy Pearse Doherty asked the Minister for Finance the number of lenders that have included as supplementary information details in their conduct of business returns of delays in dealing with these complaints within the 40 days with regard to the Central Bank's investigation into the tracker mortgage issue; and the number of cases specified in each lender's case. [17205/17]
View answerThe Central Bank advises that the information requested by the Deputy is lender specific supervisory information and that it is not in a position to comment on individual lenders due to confidentiality requirements under Central Bank legislation.
However, as part of the framework for conducting the Examination, the Central Bank has set out that, in the circumstances of the Tracker Mortgage Examination, it accepts that customer complaints may be dealt with outside of the specific timeframes set out in the Consumer Protection Code (2012). In such instances, however, lenders are expected to put in place a process for providing updates to customers regarding their complaints at appropriate intervals given the time it may take for the Examination to be completed. It is recognised that this approach may have an adverse effect on the reporting of the percentage of complaints dealt with within 40 business days as set out in the conduct of business returns (COBR) and lenders have been requested to flag such delays when uploading the COBRs.
