Ms Francesca McDonagh:

Complaints are an incredibly important piece of feedback. I would never want to rely on complaints to improve our service, but we will investigate every one whether or not it relates to tracker mortgages. Even if the individual case is not one of the 9,400 cases, we will review it in detail. Being customer-centric means that we need to be fair and consistent. It does not mean that every single complaint will be found in favour of the customer but we will investigate and be fair and appropriate in addressing any cases which the committee may share with us.