Ms Francesca McDonagh:

My team and I have written to nine out of ten customers who have been impacted. We have called them to explain they were getting a letter and verbally explained the details of redress and compensation. They can call us if they have inquiries and, if they do not feel they have been treated fairly, an appeals panel is in place. In particular for the most complex cases, we have agreed a level of empowerment and ownership in the team to be accountable for resolving this. We are not trying to prolong this or do it in a way that saves some money. We are committed to resolving this fairly for every last customer who is impacted and have put a provision in place in that regard.