Professor Philip Lane:

Let me make a point first and then I will ask Mr. Sheridan to go into more detail. All trackers, regardless of the history of complaints, are being examined. It is not the case that a customer receives a letter indicating that the case is being examined. Everything is under examination. I am fully sympathetic that people are in an information gap because it a lot more concrete to receive a letter than to be told everything is under examination. The practicality of 2 million accounts, however, means all accounts are being examined, including those that have been subjected to an ombudsman process. I ask Mr. Sheridan to reinforce my point.