Mr. Jim O'Keeffe:

It is quite possible that somebody could be compensated for any issue with the organisation. Afterwards we have to work with them to find the solution to the fact that they are unable to repay the lending they have, even with the compensation having been given. Often, customers receive compensation for an issue, we continue to engage with them on the loans they have with us to try to find a solution and we often find a solution, resulting in the conclusion of the matter.

The two ways we deal with it are unrelated. We review it from the perspective of whether the customer is due compensation and so on, but the normal relationship with the customer in respect of ensuring the debts are being repaid has to be restarted.