Ms Jane Howard:

I wish to pick up on the question about customers who have what may be described as non-performing loans or who have financial difficulties. Our number one priority in supporting these customers is to help them get onto a sustainable solution. That has been and remains our priority. I have quoted in the past that, where we are able to engage with customers, then in four out of five cases we can find a solution that works for that customer, but it is very much an individual case because people's cases are very different. We want to and will continue with that because it is good for customers and for the bank. We are keen to do that, in particular because Covid-19 has caused challenges for almost everybody, but we have had to help customers with payment breaks. Fortunately, many of those customers have been able to return to paying but some have not. We very much want to continue what we are doing today, and to any customers who may be listening, I urge them to contact us. We look at each customer on an individual basis, we understand his or her circumstances, and we look for solutions that mean we will keep the customer in his or her home and with a solution that works for him or her. That is our priority and does not change. The fact this is a phased withdrawal over a number of years means we can continue to support in that way. That is the priority for our customers who find themselves in financial difficulty.

One of the other questions raised was about switching. I will touch on that briefly and one of my colleagues may want to add something to that. One of the things we are quite concerned about with mortgages is that we have had some low rates and still have some of the lower rates. We have communicated as clearly and as consistently as we could that there is no need for customers to take any action. There are no immediate changes, whether to the branch network or the fact we offer a full service and will continue to do that. Therefore, all contracts that are in place remain in place. We do have some of the lowest rates, and customers who are in the fortunate position that they can overpay on their mortgage can do so if they have a mortgage with us. We need to ensure customers do not move and potentially make a decision which means they will be worse off.

That is why we have been quite clear that there is no need for anybody to take any action. We will be communicating with customers. As, if and when we do sell the mortgage portfolio, customers are protected under the consumer protection code, which was touched on a moment ago in response to a question. So all protections will travel with customers on to a third party. As I said earlier, our preference is absolutely to work with banks that offer a full banking service here in Ireland. So there is no need for customers to take action. We have tried to make that as clear as we can. We want to make sure that customers realise that. As and when the decisions are made, all of their protections will travel with them.

There is also another aspect on the switcher, making it a phased withdrawal, and our discussions with Permanent TSB and others. One of the things that we are starting to turn our attention to is how we make switching as easy as possible. There are other countries such as the UK and the Netherlands, in particular, where they have a switching capability that is easier. So we started to look at that this week to understand what could be done in this country to make switching easier for customers. The message is that people do not need to take any action. It is business as usual, and we will be writing out to all of our customers - we have already started that - to support them as we go forward. I hope that answers the questions that we have in terms of the switcher.

On mortgages, I know there is a concern about customers who may be actually in the process, if I can use that phrase, who may have come to us for a mortgage and not yet completed it. As I have made it clear, it is business as usual. We continue to offer a full service, and we will be supporting our customers through that process until their mortgage completes. I think I have answered most of the customer questions. Have I missed anything?