Ms Francesca McDonagh:

We have worked with our colleagues in legal and our colleagues who deal with customers every day to set this right. My energy and focus has been on redressing this quickly. Since we included the 6,000 in November, we have worked very hard to try to put this right for customers.

In terms of understanding a root cause as to how were there legal or operational errors in the implementation of our mortgages, that is a deep-dive investigation that is ongoing. I have talked about what I understand to be the context, the reason tracker mortgages were discontinued, the fact that many customers would have continued to have a contractual right to their tracker, but there were cases where we got it wrong and for that reason we have apologised and are making it right. For me to understand the root cause-----