Ms Francesca McDonagh:

When the examination started, 590 customers were identified as not having been given the contractual right to a tracker mortgage. During the period 2016 to 2017, there was a discussion around the figure of 6,000 customers. There were three main groupings, including the first we have already touched on, those who were current or former staff where the communication was not considered to have been sufficiently clear and could have led to some confusion about the ability for them to switch to or switch out of fixed or tracker rates; and the second group, the single largest group, customers who were switchers. Again, confusion was caused by a lack of transparency and clarity in some of the documentation. To contextualise this, the average customer, and we looked at the customer journeys, will switch six times during their mortgage. There is quite a lot of switching.