Ms Francesca McDonagh:

I understand the point. I can only express my personal commitment to addressing it. It is not just about the numbers. I have looked at the cases. I have listened to cases where we have called customers and told them they have been included in the amounts and I have heard their reactions.

I have listened to cases where customers have called us with an inquiry and I have spoken to the person regarding one of the more complex cases and looked at the individual's case. I am not stripping and there is no intention on the part of the bank to strip the emotion and human impact of this from our approach. We have a readjusted compensation framework in place for clarity and our intention is to be fair, clear, transparent and quick in our resolution for the benefit of customers. We want to close out these issues for all the individuals involved. There is a framework to cover cases where there are particular circumstances involving distress, vulnerability or loss of ownership. We will look at those on a case-by-case basis. I would be very pleased if no customer felt the need to go to an appeals panel because he or she agreed he or she had been treated fairly, but we absolutely have an independent appeals panel for customers who feel they have not been treated fairly. We give them all the information they need.