Dáil Éireann Debate, Wednesday - 28 February 2024
31. Deputy Robert Troy asked the Minister for Finance if he will confirm if the internal review process within the office of the Financial Services and Pensions Ombudsman relates to decisions made by the Ombudsman or to the service levels provided by the Ombudsman; and if he will make a statement on the matter. [9585/24]
Amharc ar fhreagraThe Financial Services and Pensions Ombudsman (FSPO) is an important part of the robust consumer protection framework in place for consumers of financial services and products in Ireland. It is committed to providing a receptive service that is delivered in an accessible and inclusive manner, responsive to the needs of its customers.
The FSPO has informed me that it understands the Deputy’s reference to the “internal review process” to relate to the management of FSPO customer service-related queries and complaints. The FSPO adheres to ‘Our Public Service’, a framework developed by the Department of Public Expenditure and Reform for innovation and continuous development in Ireland’s public service.
The annual volumes of customer service complaints recorded by the FSPO since 2019 are as follows:
|
Year |
Volumes of customer service complaints recorded by the FSPO |
|
2019 |
68 |
|
2020 |
78 |
|
2021 |
66 |
|
2022 |
58 |
|
2023 |
79 |
The FSPO has segregated the management of customer service complaints to a separate team, who are not involved in the operational management of financial service and pension complaints.
The FSPO operates a Customer Charter - www.fspo.ie/about-us/customer-service/charter.asp and a Customer Action Plan - www.fspo.ie/about-us/customer-service/customer-action-plan.asp, which outline the standard of service and behaviour underpinning all interactions with customers. They also set out the FSPO’s policy of encouraging feedback from its customers, evaluating that feedback and, where possible, continuously improving on the quality of service offered.
Part 4 of the 2017 FSPO Act also describes the role of the FSPO Council, which is independently and robustly chaired, and which includes keeping the efficiency and effectiveness of the Ombudsman under review.
