Ms Derville Rowland:

To individual banks. The Central Bank cannot resolve individual complaints - that is the role of the banks. We create the systems and requirements relating to their conduct in handling those complaints. Individual complaints are resolved in the national framework on a case-by-case basis with the Financial Services and Pensions Ombudsman. If complaints were resolved in favour of customers - we would be pleased if they were - it could result in the tracker mortgage number increasing on the basis of single complaints or because of a limited read-across. We require the banks to do a read-across to see if a complaint gives rise to some aspect that had not been captured in the larger examination. That could deliver an adjustment in the number.