Mr. Stephen Groarke:

There are probably three comments I would make. First, we have gone back over more than 300,000 mortgages that were underwritten or in existence in the period from 2004 until now. As we described, we had a comprehensive programme considering all the scenarios in which a customer could have moved away from a tracker mortgage or moved to a higher-margin tracker. That is how we have concluded on the 1,979 customers whose cases are now subject to Central Bank assurance. We believe we have done a robust job but we need to complete the process with the Central Bank.

Second, if a customer raises a new complaint with us, even if it is one we have dealt with before, it will go through our complaints process in the normal way and we will try to deal with it, including where it is renewed, as the Chairman described.

Third, if whatever is done on foot of the complaint is still not to the satisfaction of the customer, there is then the route of the Financial Services and Pensions Ombudsman. We have described that 28 customers are engaged in that process. We have been able to resolve 13 of those cases through the dispute resolution mechanism, which the ombudsman recommends.

Those three avenues are available. The complaints process with the bank and potentially the FSPO process are avenues to resolve cases.