John McGuinness (Carlow-Kilkenny, Fianna Fail) | Oireachtas source

It took the bank nine months to reply to one particular case, although it may be a once-off. The customers have written to the committee. They wrote to PTSB in July 2016 and did not get any substantial reply until April 2017. That was only after they had contacted the Central Bank and the ombudsman. It is a pity that a customer who has been affected negatively by the action of a bank should have to wait that long.

Mr. Masding set a lot of store by his passion about the bank and how it can make a contribution to the economy and so on. I have heard very little from the witnesses about addressing outstanding matters for all customers with the same level of passion. Maybe it is just because the people who are affected negatively write to us here but I would imagine that any bank wanting to play its full role in the economy and indeed in society should ensure every customer complaint down to the last one should be dealt with. I would consider that taking nine months to respond does not match the story the witnesses are telling today.