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

Yes, but I am talking about the change that was made and the interest that was charged over and above what this customer should have been charged. A case has been made about it and I do not see that case being answered.

It is amazing that the customers and staff of huge banks are writing to members of this committee in order to get some sort of justice. If everything Ms McDonagh said in her opening remarks is going to work - or was beginning to work prior to her appointment - surely the volume of correspondence would have dropped. It has not done so.

As much as I must listen to Ms McDonagh and hope for the best, she must listen to us. Individual cases come to the committee. I am not making this up. Language has been used here that makes the situation appear fine and dandy but I must tell the Bank of Ireland that it is not. The public perception of banks and the rebuilding of trust based on that perception will cost the bank and take it considerable time. While it does so, I see no reason why the bank cannot address some of the big-ticket issues relating to it at the same time as it deals with the matter of tracker mortgages and to try to prevent the type of correspondence that we in the committee are being sent. I am sure there are customers who will listen carefully to what Ms McDonagh has said and the exchanges between members and bank officials and tomorrow they will contact us in disbelief. Ms McDonagh is correct that the bank will be judged by its actions. I hope those actions favour the customers, particularly those who have had a bad deal. This situation is far from over.