Mr. John O'Beirne:

We have re-examined the process in recent months because one of the independent advisers, separate to the bank representing the customer, raised it with us. I fully agree it is important that all the issues raised are dealt with. We have tried to ensure consideration of aspects of the case that did not specifically relate to tracker mortgages but which were a broader part of the customer's experience with the organisation. We have set up a process to twin-track the appeals panel with the broader complaints in order that all the documentation can be provided back to the appeals panel, which can make a broader decision in the round.