Ms Derville Rowland:

I certainly think that is a problem for people who have been really affected by this, particularly in the circumstances of this country and the hard impact of the financial crisis on people's lives. Not knowing is really difficult. We have asked and required in the framework that the banks set up specific communications facilities so that they are in a position to communicate with the public. If there are difficulties with that, and we have had some assistance before from information provided to us, they could send those letters to us so that we can check to make sure those systems are working. We clarified our expectations on communications. I can only say we consider all avenues of information that we receive and where they identify difficulties, we take those on board.