Ms Francesca McDonagh:

I am not aware of who our legal advisers were over ten years ago. We use a variety. We are always working with our internal and external advisers to ensure the products and services we offer our customers are clear and fair.

I do not want to pre-empt the findings of the review that is ongoing. Looking at it with a fresh pair of eyes, as the board asked me to do, I have deduced that we could go further in our customer focus having dealt with this issue, and that our terms and conditions and transparency of contract could be clearer in terms of some of the wording in the documentation we use. There is an opportunity for us to be clearer and simpler in our approach with customers.