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

In his opening statement and responses to questions from members Mr. Verbraeken stressed the importance of the customer, the customer journey and experience and how important it was to recognise the rights of the customer.

I ask the bank to apply that line of thought to the customers who were affected by the issue relating to IIB Homeloans. There is a need to exercise some flexibility and the bank should look at how many individual cases are involved. It is important to do so before there is another row about the matter. In line with the opening statement we have heard, the bank should give some relief to these people. It is clear from some of the letters I have received that they took legal advice but it took time to sign contracts. None of us can calculate the impact the November 2006 flyer had when it came into play. We do not know how it would have affected their view of things going forward into the future. The bank needs to be flexible in its approach to this issue.