Mr. Stephen Bell:

There are two aspects to that issue. We would never offer a single solution, as it is important the customer is able to consider various options. The offers of an economic concession and split mortgage often go hand in hand in terms of which makes most sense to the customer.

For anything that involves a longer-term solution, that is, longer than 36 months, we support the scheme whereby customers can take independent advice at our expense in order that they might be satisfied they are making the right choice. We are keen not to steer people towards particular outcomes, but instead to let them see the range of options. In the event a customer believes the option we offer is not right, he or she has a right of appeal through the mortgage arrears resolution process, MARP. This often results in us reconsidering, if appropriate.