Mr. Stephen Mason:

It is a thorough process. It starts with our collections activity when someone goes into arrears. We make every attempt to contact customers to figure out what their problems are and to try to get them to meet one of our 100 network account managers around the country. We have 250 branches and 267 mortgage advisers. Customers can meet any of those advisers or network account managers, who will help them to complete a standard financial statement, SFS. If we can get that done, we find that we can offer forbearance in nine out of ten cases. If customers do not respond to our telephone calls, letters or text messages, we will not just stop after a week. We try to do it for a number of months. If customers still do not engage with us, we move into what we call our non-co-operation strategy, in which we write to the customers outlining that, despite our attempts to engage with them, they have not done so and will lose the protections of the code of conduct of mortgage arrears, CCMA, and the mortgage arrears resolution process, MARP, unless they respond to us within 25 days and give us the information we require to be in a position to offer them forbearance treatments and help them with their solutions.