Ms Derville Rowland:

Some of the instances in the tracker mortgage examination will result from a breach of contract scenario but some result from transparency requirements - the standards that we expect to be met - not being met. They can be different things. For example, some of the contracts simply were not clear and we expect the lenders to give the consumer the benefit of the doubt. That may not be a breach of contract but it is important that customers are very clear about the expectations that they can have. We are very strong with the lenders on that. A significant number of customers were included in the tracker mortgage examination precisely because we do not think the lenders were clear enough with their customers about what would happen throughout the course of the contract or the various changes. We have advocated very strongly for people and ensured that they have been included in the tracker mortgage examination redress programme because of that.