Gerry Horkan (Fianna Fail) | Oireachtas source

Is Ms Cassidy saying that the culture of the banks and the other institutions has improved significantly in terms of how they treat customers and how they regard the bureau as an instrument of dispute resolution? She is saying that in the old days it was them using phrases such as "The rule says", "We can get away with that because it is six years and a day", "We do not have to deal" or "Write to us and we'll consider it in the fullness of time". Obviously, the bureau has gone from resolving eight complaints in 2014 to resolving 2,270 in 2016. This represents an enormous improvement in the context matters being resolved. Is there a noticeable change within the banks and other institutions as to how they are dealing with people?