Complaints arising from the operation of accounts formed the largest category submitted to the Ombudsman for Credit Institutions in the year to September 30th, 2001. In his annual report published yesterday, the ombudsman, Mr Gerry Murphy, disclosed that the overall number of complaints made to his office, at 1,067, was down 11 per cent on the previous year. Mortgage complaints, of which there were 200, were down 18 per cent. Such complaints usually form the largest segment of complaints received by the office and Mr Murphy said the large drop in such complaints was "very welcome".

Complaints about ATM transactions were up from 2 per cent of all complaints to 5.4 per cent. Credit card complaints were up from 5 per cent to 7.8 per cent. Complaints arising from the operation of accounts represented 33 per cent of the total. Complaints about fees and charges accounted for 7 per cent.

Most of the 1,067 complaints received by the office were resolved amicably. Of the 428 which were not, the complaint was upheld in 209 cases, and not upheld in 173 cases. The remaining 46 cases were resolved in the course of full investigation.

The ombudsman has the power to award up to £30,000 (€38,000) to a complainant and his findings are binding. The cost of running the scheme - £400,000 - comes from a levy on the institutions involved.

The scheme is open to small companies. In the year to September 30th, 2001, there were 36 complaints from companies.