Ms Derville Rowland:

Some of the differences came from time lags in the data, but the other source of the increase - this is relevant to the Deputy's main question - is that of complaints. Throughout the tracker mortgage examination, there has been an in-flow of complaints from customers, including on a case-by-case basis. Approximately 11,000 complaints were made to the system overall. That number is now down to 126, I believe, but they have continued to flow inwards. A little part of the increase has come from complaints being resolved in favour of customers. The increase has been due to a variety of reasons. For example, there could be a read-across for small groups. That has adjusted the number upwards.