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Presentation to ACOI

Mission Statement. To adjudicate on unresolved disputes between Complainants and Financial Services Providers in an independent and impartial manner, thereby enhancing the financial services environment for all sectors.. Statutory Objectives. ObjectivesIndependentAccessibleEfficientEffectiveFai

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Presentation to ACOI

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    1. Presentation to ACOI University College Cork February 8 2011 Mr. William Prasifka

    2. Mission Statement To adjudicate on unresolved disputes between Complainants and Financial Services Providers in an independent and impartial manner, thereby enhancing the financial services environment for all sectors.

    3. Statutory Objectives Objectives Independent Accessible Efficient Effective Fair Informal Expeditious Improve public understanding regarding complaints and consumer protection

    4. Overall Complaints to FSO

    5. Case Workload Backlog

    6. Increase, Decrease Examples

    7. Increase, Decrease Examples

    8. Complaints Received 2010

    9. Some H2/H1 2010 Trends...

    10. Consistent receipt of Complaints throughout year...

    11. Complaints By Sector 2010

    12. Banking Product Complaints

    13. Complaints Closed Prior to Investigation 2010

    14. Findings 2010

    15. Findings Issued 2010

    16. H1 v H2 Findings 2010

    17. Compensation Awarded 2010

    18. Compensation H1 & H2 2010

    19. Meeting Current Challenges Internal Efficiencies Case Management Early Resolution of Complaints External Engagement Predictability of Outcomes Communicate / Engage with Stakeholders Name FSPs (Amendment to Legislation) Review Consumer Protection code

    20. Thank You www.financialombudsman.ie

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