Ms Derville Rowland:

There were a couple of issues in the points raised by the Chairman. There may be some additional but much smaller increase in the figures. We have some matters that are still open and under scrutiny and discussion, but we know what they are and the lenders know what they are and they are being dealt with. We have had specific conversations again recently. We have these regularly to be clear there is no reason the vast majority of complaints or concerns from customers cannot be proceeded with, because we know a lot of the decisions. The banks certainly know where areas are clear and that they can deal with them. They have been told this and they are very specifically aware of it.

I said earlier today that we have spoken to the ombudsman about this because there is no point in keeping complaints on hold when we know the outcomes. We have been very clear they are included, and the framework from the very beginning made very clear the banks were expected to have contact units for the public to give them information. It is no answer to us now, when there is no ambiguity, that they are giving answers to the public that are about holding on for some event. The areas in which we are in discussions or looking at are very clear, but there is a vast number of areas on which we are not in discussions, and if people have made complaints about those issues they can be put through the system. This is what we expect.