Ms Carol Dunne:

In our experience, lenders make themselves available to us to talk at a high level. Although those discussions appear fruitful, unfortunately they do not result in improved customer experience on the ground. The age profile and experience level of those who are making the calls to the customers is a cause for concern. There are cultural issues that cannot be overlooked. A number of banks have outsourced their collections outside the State. As a result, a man sitting in Scotland might be discussing a standard financial statement with a woman who lives in Charleville. He might have no idea of where Charleville is, or what it means to live there. Those things cannot be underestimated when one is talking about someone's home.