Ms Francesca McDonagh:

We would always want to engage with the customer. Legal action is the absolute last resort. We want to keep people in their homes. We would proceed to legal action where engagement has been refused, where there has been no payment for a number of years or where restructuring solutions have not been implemented for a sustained period. Typically, we do not use mediation in the way it is formally defined, nor do we pay for it. It is not something that is part of the success we have had in reducing NPE down to a quarter of the industry average. We work in many other ways. They have been successful to date.