Ms Derville Rowland:

Forgive me if I do not capture all aspects of this. There is a number of moving parts to this. We have engaged directly with the Financial Services and Pensions Ombudsman, who is very circumspect, as he has to be, about information that he takes in. He is very clear that he has to decide the cases based on the information exchanged between the complainant and the lender and nobody else is allowed into that, because that would not be permitted. That is a matter for the ombudsman in terms of what information he could or could not take into account in every event, and it is not something that I can speak to, because he will speak to keeping his own process clean-----