Mr. Jim O'Keeffe:

In 2010, the Central Bank had undertaken a broader view of the industry to see what were the issues that were pertaining. They had identified some issues in relation to terms and conditions that existed. At the time there was a restitution or a group of customers identified within AIB, within our broker business, who had specific terms and conditions that were not clear in terms of what would happen with the outcome post the fixed term piece. As we have identified in our document, there were 200 customers restituted or redressed at that point in time.

In addition, one of the key findings of the review conducted by the Central Bank at the time was that, in general, there had been no process around warning customers as they were stepping off a tracker on to other things, or changing the contract for different reasons. There was no warning in place to the customers. That was one of the key findings at the time, and that was implemented at that point to create that warning as people would exit. That would have then pertained to customers in all of these groupings. In terms of the 4,000 customers, and the 900 customers, that warning letter would have been put into place to protect customers as they went forward.