Michael McGrath (Cork South Central, Fianna Fail) | Oireachtas source

There is an arguable case that the staff customers of the bank had an entitlement or, at a minimum, an expectation to go on a tracker rate as specified in the documentation. The CEO said in her opening statement:

I concluded that a clear emphasis had been placed on the legal interpretation of our mortgage agreements. However, while the bank had considered the voice of the customer when reviewing cases, my view was that we had not always gone far enough to fully ensure we were delivering the right outcomes for our customers.

The CEO confirmed that view a number of times. It is irrelevant that the customer was a staff member. If I was a customer in that category, I would believe I had a reasonable expectation of being given a tracker.