Ms Derville Rowland:

The Central Bank is in contact with the ombudsman because we all form part of the financial services regulatory infrastructure. We have information that is not in the public domain about the number of cases that are tracker-related and on hold before the ombudsman. We have been in contact with him to be very clear that where cases wish to go and be heard with the ombudsman, that is the correct thing to occur. We are monitoring the outcomes at that system level to see if we can spot trends in that conduct but, at the end of the day, it will be for the businesses to right the wrongs they have done to their customers, and they must be held to account for their conduct. Where issues arise and there is commonality of cause from ombudsman decisions or otherwise, all roads will lead to the banks. If they are responsible, they must fix it. We will certainly be having regard to that but the effectiveness of that system must hold the banks to account for their conduct. We are keeping an eye on this.