Ms Francesca McDonagh:

In the banking world, despite technology and digital innovation, the people on the front line in particular are a key asset. They are the people who drive the relationships with our clients and they are at the forefront of dealing with complex issues and delivering service day in day out. I will do everything I can to increase the pride and engagement of our people. I talked about our purpose at Bank of Ireland, which is about enabling our customers, our colleagues and our communities to thrive. That is incredibly important to the success of Bank of Ireland for all our stakeholders. I have said also that we have treated staff in the same way as we would treat customers in the context of this examination. I do not think it appropriate to have given preferential treatment to staff in the context of mortgages because I think our other stakeholders would object to that. We treated our staff as fairly as we would endeavour always to treat our customers. The fact our staff are people who we are asking to be ambassadors for Bank of Ireland is an additional factor, though I think it is the right thing to have included them in the 6,000 for additional compensation and redress in November 2017. I communicated that very clearly to all our employees at Bank of Ireland as soon as we communicated that message externally because they are such an important part of what we do in Bank of Ireland every day.