782. Deputy Cian O'Callaghan asked the Tánaiste and Minister for Finance the parameters, criteria, or operational guidelines under which the Financial Services and Pensions Ombudsman prioritises complaints within its case handling process; if he is satisfied that the current approach provides sufficient transparency for complainants; the steps being taken to ensure that prioritisation decisions are subject to clear, published standards; and if he will make a statement on the matter. [62343/26]

The Financial Services and Pensions Ombudsman (FSPO) provides an independent, fair, impartial, confidential and free service to resolve complaints by consumers about the conduct of regulated financial service providers and pension providers.

The FSPO is independent in the performance of its statutory functions. Due to its independence, as Minister of Finance, I have no role in the FSPO's day-to-day operations or decision-making processes.

Complaints to the FSPO can be resolved through informal mediation, leading to a potential settlement agreed between the parties, or formal investigation and adjudication, leading to a legally binding decision.

I am advised by the FSPO that each complaint received is reviewed and considered on its own merits. In specific circumstances, a staff member, either acting on the complainant's representation or identifying an independent reason for prioritisation, may submit a prioritisation request to a member of the Senior Management Team, who will determine if it should be granted.

A file may be prioritised at any stage of the complaint process. Prioritisation of a file is not necessarily permanent, as some circumstances giving rise to a prioritisation may be temporary.

Examples of circumstances that may affect file prioritisation are where a complainant has indicated that they (or a party affected) are seriously ill, or has expressed other potentially impacting vulnerable circumstances at the point of assignment, or during active management of the complaint.