Mr. Paul Stanley:

In the 3,500 cases we have reviewed, the issue has been ambiguity of documentation. It has been operational errors where different wrong rates were keyed in and some of the customer protection code, CPC, warnings required were not given. We are putting a customer lens on this in respect of remediation. Our core volume was around the use of an ambiguous term, home loan rate, and reverting to a home loan rate, and the contractual view is that the law was not broken but that is not the issue here. The issue is that it was ambiguous from a customer perspective and created an expectation that they could revert to a tracker.