Information for Consumers 

The purpose of this page is to provide information to members of the public on matters relating to Consumer Protection.

Guide to Completing a Standard Financial Statement

We have published a guide to help mortgage holders in or facing arrears to complete the Standard Financial Statement (SFS) used by mortgage lenders to gather financial information on a mortgage holder’s financial circumstances.  The guide, which sets out the information a borrower should consider when completing the SFS, has been developed with the Money Advice and Budgeting Service (MABS) and builds on guidance already in use by MABS in assisting mortgage holders in or facing mortgage arrears.   

Under the Mortgage Arrears Resolution Process, which all lenders are required to have in place under the Code of Conduct on Mortgage Arrears, a lender is required to use the SFS when dealing with a borrower.   

The SFS includes important information which is required to assist mortgage holders and lenders when working together to address or prevent a mortgage arrears situation. It is important for borrowers to allow themselves sufficient time to complete the information in the SFS and gather any necessary documentation to accompany it. This guide will help consumers with the completion of the SFS, or to prepare for completing the SFS, with the assistance of their lender.   

 Guide to Completing a Standard Financial Statement

 Treoir do Thomhaltóirí maidir le Ráiteas Caighdeánach Airgeadais a Chomhlánú 

 Standard Financial Statement

 Ráiteas Caighdeánach Airgeadais


Consumer Protection

We aim to ensure that the best interests of consumers of financial services are protected. The main tool through which we achieve consumer protection is by setting, monitoring and enforcing conduct of business rules on our regulated entities through our codes of conduct, which are available here:

A Consumer Guide to the Consumer Protection Code

An Cód um Chosaint Tomhaltóirí Treoir do Thomhaltóirí

Strategic Plan

 You can read more about our goals and objectives in our Strategic Plan

Mortgage Arrears

Please have a look at our new Consumer Guide  to assist you with dealing with your lender should you fall into arrears.

A Guide to Dealing with your Lender

Code of Conduct on Mortgage Arrears - A Consumer Guide

An Cód Iompair um Riaráistí Morgáiste - Treoir do Thomhaltóirí

Payment Services

The Payment services Directive implemented in Ireland through the Payment Services Regulations effective 1 November 2009 established a regulatory framework for a single payments market and a comprehensive set of rules that applies to all payment services in the EU. The Regulations cover all electronic and non-cash payments and contains requirements regarding the provision of information to consumers, payment timeframes, refunds on unauthorised transactions etc. 

See link to information on the Payment Services Directive and what it means for consumers, from the EU Commission website:  

Payment Services Directive Consumer Information 

National Consumer Agency (NCA)

The National Consumer Agency (NCA) is a statutory body established by the Irish Government in May 2007. It aims to defend consumer interests and to embed a robust consumer culture in Ireland.

The NCA and the Central Bank of Ireland signed a framework agreement which came into effect on 1 February 2011, on the performance of their respective functions in so far as they relate to issues of consumer protection and welfare.

Please refer to the NCA websites for information and surveys on both financial and non-financial consumer matters.

How has the Central Bank of Ireland assisted the policyholders of the Equitable Life Assurance Society?     

The Central Bank of Ireland conducted an investigation into the matters raised by Irish policyholders, and published its  findings.  We also have a policy of bringing to the attention of Irish policyholders of Equitable, any information which we feel would be of interest to them.  The information which the Central Bank of Ireland has provided to Irish policyholders of Equitable is contained in the documents below: