Ms Francesca McDonagh:

What I would say is that legal advice, as one would expect, is to honour contracts where a clear legal right exists. Where there was a clear legal right, and we talked about 20,000 customers who moved from fixed to tracker from 2008 onwards, that was absolutely compliant, legally appropriate and right. We had identified 590 customers in whose cases we got it wrong. They were identified back in December 2016. We have had the discussion around the 6,000 and in some cases there were errors. In some there was a lack of clarity. In some, when we put our feet into the shoes of the customer, it was not reasonable, hence their inclusion within this additional group of redress.

I have not seen from my review and from understanding this, and working with colleagues, that there was any legal intent not to do the right thing. The opposite is the case. We are trying to do the right thing here. The energy and focus of myself, the board and the team is on making this right.