591. Deputy Séamus McGrath asked the Tánaiste and Minister for Finance his views on a policy change to mortgages whereby one party dies unexpectedly and it takes several months for a death certificate to be received (details supplied) under the current approach by banks. [43197/26]

I fully appreciate the difficult circumstances that can arise for the remaining borrower following the death of a joint borrower.

In that regard, the Central Bank of Ireland's Consumer Protection Code (CPC) and associated guidance establishes a framework to protect consumers who find themselves in vulnerable circumstances.

The CPC guidance on protecting consumers in vulnerable circumstances recognises bereavement as a specific circumstance which can result in vulnerability.

There is an overarching duty on regulated firms to secure the interests of all customers, including consumers in vulnerable circumstances. Securing the interests of consumers in vulnerable circumstances requires firms to understand vulnerability, to anticipate that some consumers may be in vulnerable circumstances and to ensure that the culture, strategy, business model, decision-making, systems, controls, policies, processes and procedures of firms take account of their reasonable needs.

Specifically, the CPC requires regulated firms to offer ongoing reasonable assistance as may be necessary to consumers they have identified as being in vulnerable circumstances to help them interact with the lender.

Where a borrower experiences financial difficulty following the death of a joint mortgage holder, lenders are expected to engage constructively with affected customers and to consider appropriate support measures.

Such measures may include temporary repayment arrangements or other forbearance or assistance options, including any necessary assistance to support a claim on a mortgage protection policy, where appropriate to the individual circumstances.

The consumer protection framework provides that any consumer who is not satisfied with how a regulated firm is dealing with them in the course of providing a service can make a complaint directly to the regulated firm.

If a consumer is not satisfied with how their complaint is dealt with by a regulated firm, they have the option of then making a complaint to the Financial Services and Pensions Ombudsman.