Mr. Shane O'Sullivan:

Yes but the focus is on the recommendation, which in this example is a split mortgage. We refer in passing to the other options we considered but did not recommend. Once that letter is posted, our team of 35 customer care staff follow up on those letters and speak to the customer after receipt of the documentation, to ensure the person has received it, understands the detail and can answer one-to-one by phone any queries the customer may have. We also at that point-----