Ms Derville Rowland:

The customer should expect a payment for any increase in the property value since the loss of the home. If the customer should have not lost the home, he or she should be entitled to any uplift in the value of the property. Further, people were left with residual debt with the lenders after this happened and we did not think that was right either. Therefore, we also pushed that it should be written off so that people do not have to deal with the overhang. To try to assist somewhat with the wrong circumstances people find themselves in, we pushed the lenders to accept that they should make a cash payment of €50,000 to families who need it.

This is with respect to home loss caused by the lender's conduct.