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

How was that handled in terms of PTSB's desire to understand the customer's case and the assistance it can give to the customer? Is the bank proactively engaged with customers who are at odds with it about the position of their trackers? Does the bank give them the benefit of the doubt? Is there flexibility within its dealings with them, relative to their circumstances or their case?