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

I want Mr. Masding to deal with some general queries as to the bank's response to cases. I wish to refer to Permanent TSB customers who have raised questions about their tracker mortgages back in the early 2000s when the issue started. The bank at that time, because it was early days, did not have processes in place. Therefore, when customers asked for correspondence, records of telephone calls and so on the bank told them it did not have a record of such matters. The bank persisted with its position, as did the customers with their positions. Finally, the matter petered out because of the amount of time that had elapsed and then, lo and behold, the tracker mortgage issue moved centre stage, in particular over the past two years. Have such customers an option, with the bank, to ask for their cases to be considered again?

Considering the nature of the queries and how they were dealt with, given that it was early days and that the cases went through the process of the ombudsman and so on, which finished at some time in 2012, would PTSB reflect in any way on the circumstances of customers like that if their cases were put to it?