Ms Francesca McDonagh:

When we considered whether customers should be included in redress and compensation, we literally put our feet in the shoes of those customers. We considered the journey from the customers' perspective, whether it was staff or non-staff, and where in doubt we gave the benefit of the doubt to the customer. Our commitment has been to observe the legal and consumer protection requirements, but also to consider reasonable expectations. In that particular case, I do not know but in many other cases where there was a doubt, and we thought that there was insufficient clarity, we have included them in the numbers of the compensation redress.