Mr. Gerry Mallon:

Clearly, the individual case the Chairman talked about is appalling and not at all unique, and it pains us to see customers in that kind of situation as a direct consequence of the actions of the bank. I have apologised, and I will continue to apologise and say that we will make it right for those customers.

It is clear that what we need to do to be able to restore the trust of customers is not only make up for what we have done in the past. It is not about what we do to put that right but how we do it. It is clear to me that there is a lack of clarity and transparency regarding what they can expect, when they can expect it and how we are seeking to resolve that. Based on the Chairman's feedback and that of others, it is clear there is more work for us to do in being helpful, transparent and giving people answers as to when they can expect a response and what that-----