Mr. William Prasifka:

Each sector has a particular driver. A big driver in the insurance sector is payment protection insurance, but it is not sold by the general insurance providers. We have found that complaints spiked approximately 18 months ago, but they have been coming down significantly. In the banking sector issues about mortgages, loans and repayment terms have been a significant driver of complaints. The reason for each is very clear because payment protection insurance, loans and mortgages are of particular concern to those in financial distress. Generally, the numbers of complaints have been coming down; in particular, the number of complaints about payment protection insurance has been coming down significantly in the past year.