Mr. Ger Deering:

They may get it directly from the bank. Some of those people have had complaints with our office for some time. We have been writing to them for some time asking them to let us know the status of their complaint. They do not always come back and tell us that they have actually accepted an offer of redress and compensation from the bank. In some instances, it takes time and the cases get closed when we realise that a settlement has been reached or they inform us of same.