Ms Francesca McDonagh:

I thank the Chairman for that question. Before I ask my colleague, Mr. Mason, to speak about commercial or SME cases, I would like to go back to the Chairman's previous point. As the Chairman knows, any cases that are sent to me by him or by his office are investigated. I seek to respond personally to them in a timely manner. I always look at individual cases, whether they are staff or non-staff. The manner in which Bank of Ireland manages these cases and the overall issue will define the banking culture of the future. It is my intention and that of the board and the senior management team to get this right. The only way for us to prove that is through action. I hope the fact that we have taken rapid steps to compensate and redress 6,000 customers within a matter of weeks is an indication of our commitment here. It is not just words. I ask Mr. Mason to speak about the SME considerations.