Ms Elizabeth Arnett:

Regarding current and deposit accounts, customers will have to close their accounts with us. We are working on a campaign to support that. As Ms Howard has said, there are a large number of customers who are going to be impacted by this. We are calling the campaign Choose, Move and Close because customers will need to choose a new institution to go to, how they will move to that institution - there are a couple of ways they can do that - and ultimately, close their account with us. We are not going to start that directly with customers until the new year. We launched the campaign and began conversations with stakeholders and industry at the end of October. We want to start having conversations, particularly in branches, with our most vulnerable customers and customers who are reliant on the branch primarily for their banking needs. Their requirements are possibly longer and more complicated than other customers who may find it very easy to switch digitally or whatever their options will be. We have started to have those conversations throughout our branch network to ensure our most vulnerable customers, and indeed all of our customers, are aware of what is coming, the changes that are coming and what that means for them. When our branch colleagues meet these customers, they can have those sorts of conversations and provide that kind of support.

In 2022, we will go above the line, for want of a better phrase, with this campaign in terms of marketing and direct communication with customers. We will be very clear in terms of the timelines customers have. There will be a six-month window to make the changes that are required. Currently, the code is 60 days. We are going to extend that to six months. We will be making multiple contacts with customers within that window so they are very clear as to what is expected and when. We will do that on a phased and rolling basis so that we are spreading it out in a logical sense in order that we can continue to serve customers appropriately as we make these changes. What is important now for us is the sort of conversations Ms Howard has referenced, especially with the stakeholders that represent vulnerable customers. As we plan for the activity of next year, it is a good opportunity for us to understand what those concerns are, and if anyone wants to talk to us about that following the meeting, thinking of particular types of customers and vulnerable customer groups or particular needs customers have, now is a good time for that engagement as we finalise the plans for that activity in 2022.