Ms Derville Rowland:

We have some behavioural economic studies under way across different parts of our work. One of them aims to examine the effect of information on customers with respect to switching. It is a real study on the presentation of information. We expect the results of this detailed piece of work next year. We are also looking at the customer journey and mortgage experience from its inception. That is real consumer work we are carrying out to determine the factors in people's mindset, the impacts on them, and their perceived barriers to the market. It is very important that the effectiveness of the rules and the framework we have put in place is tested through these in situmethods to provide us with real feedback as to how best to help people take up the action points we want them to take up and to see if they are working. Two very separate pieces of work are under way for next year. We are also doing something in the area of insurance pricing, which I discussed at another hearing. This aims to see what is happening with customers and will feed into the way we frame our work and inform any policy interventions we believe will be effective and how we might intervene.