Dáil Éireann Debate, Thursday - 18 April 2019
70. Deputy Michael McGrath asked the Minister for Finance the number of outstanding complaints with the Financial Services and Pensions Ombudsman regarding personal contract plans for the purchase of motor vehicles; the value of the complaints; and if he will make a statement on the matter. [18331/19]
View answerFirstly, I must point out that the Financial Services and Pensions Ombudsman (FSPO) is independent in the performance of his statutory functions. I have no role in the day to day workings of the office or in the decisions which he takes.
However, the Financial Services and Pensions Ombudsman has informed me that there are no active complaints on hand at present in relation to personal contract plans for the purchase of motor vehicles.
The Ombudsman also confirmed that in 2018, the FSPO dealt with 5 complaints in relation to Personal Contract Plans. Of these complaints:
1 complaint was closed after registration, referral and follow up.
(This is a complaint which was received but which had not been fully completed by the complainant. Usually this is because the complainant has not notified their financial service provider of the issue, as required by the legislation. In this instance, I understand that the Information Services team contacted the complainant and explained how to complete the complaints process. Following this, they did not hear from the complainant, they re-engaged to check whether they wished to proceed with their complaint, and a response was not received, this complaint was eventually closed)
4 complaints were closed following our Dispute Resolution process.
(These are complaints which are resolved by agreement reached between the parties through mediation where:
1. the complainant receives redress and/or compensation
or
2. the complainant accepts a clarification of the matters at issue.)
The Deputy may be interested to know that one of these PCP cases was described in the Overview of Complaints 2018 recently published by the FSPO and available on his website www.fspo.ie.
