Mr. Stephen Mason:

In terms of people who are not engaging, it is not a significant proportion of our book. We have a number of strategies in place. We try to engage with customers from the start of the process, including by telephone and in writing. If that does not work we then move to what is called the non-co-operating phase with customers, as provided for under the code of conduct on mortgage arrears, CCMA. Under provisions 28 and 29 of that code, a series of letters are issued in which we warn customers of the implication of non-co-operation with the bank, following which they move into the non-co-operating phase. If they continue not to engage, they then move into the legal process. What happens, typically, is that as this process evolves we get engagement at each stage from customers. Why some customers have not engaged with us, I cannot say. I cannot explain why the small percentage of customers who have not engaged with us have not done so. They will ultimately end up in the legal process. We are open to them engaging with us at any stage of the process.