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

I have two further points to make on areas I suggest Mr. Justice Hedigan and Ms Kelly look into. One is the question of how banks deal with the breakdown of relationships. We as politicians often encounter couples, whether married or unmarried, separating, and they might have a joint mortgage, for example, which can cause major problems. It is a complex and difficult area in which communication is a big issue. Problems also arise when one person wishes to remain in the home. Though that person is prepared to pay the mortgage and is trying to get the other person removed from it, the bank will say that it is an entirely new mortgage and that the person staying has to qualify in his or her own right. There are many issues around that. I have made this point to the Banking and Payments Federation of Ireland, BPFI, as well. Banks should have an agreed protocol or mechanism for dealing with relationship breakdowns, particularly when it comes to joint mortgages, because it often involves a family home and children. It can get very difficult. It would be positive if the IBCB could play a role there.

One of the nine areas the witnesses are focusing on is customers in a vulnerable position. The Mental Health Commission made recommendations in 2011 about providing specific training to staff within the financial services on dealing with vulnerable customers. Based on the work Deputy Browne has done, those recommendations do not appear to have been fully followed through on. We are often contacted by people in vulnerable positions, and the nature of the communication from the bank, even down to the way they are spoken to on the phone, can leave much to be desired. I ask the witnesses to look into that as well.

I wish both the witnesses and their staff well, as they have a difficult task ahead of them. There is much scepticism about this issue, which they have acknowledged. However, it is a worthwhile effort, and my party and I support their efforts and hope they succeed.