Ms Derville Rowland:

I am very glad to be asked that. The focus on this by the committee is very helpful. It brings into the public domain and people's consciousness that it is very important that they make a complaint to their lenders, because lenders are obliged to write back to tell people what is happening. I understand that many people are frustrated with being in limbo, waiting to hear. As part of the framework, we required all of the lending institutions to set up a special area for handling communications with people who may be affected. They will ultimately write to people who are in scope, setting out the offer and terms of redress.