Ms Derville Rowland:

I believe that the redress and compensation scheme that the Central Bank demanded be put in place gave an option for a huge amount of work to be done as an extra choice for customers. More than 2 million accounts were put into the filter at the beginning of the process and a huge amount of scrutiny and challenge was brought to bear based on the criteria that the Central Bank could set. If we closed down the opportunity for people to bring extra information that only they might have through a complaints system, I do not think that would have been fair to them. It is the right of people to bring a complaint and to go to the ombudsman. I support them having that option. We have to make sure the system works well in support of all of that and that all parts of the system deliver for customers in a connected way.