Mr. Gavin Kelly:

My answer will be similar. We are in negotiations with KBC, to whose representatives the committee talked earlier. It is critical that when customers come across, they understand their rights and the way in which their accounts are managed in Bank of Ireland will be the same as was the case in KBC. I am proud of our track record in helping customers in financial difficulty. We have proved in recent years that our primary focus is to keep vulnerable customers who find themselves in difficultly in their homes. Many of the services and solutions we have provided are working and have allowed those customers to maintain their homes. That is an important part of how we conduct our business and it will not change for KBC customers when they come across to Bank of Ireland.

I reiterate with regard to vulnerable customers that this is a key time for us as an industry. It is important we stand up and are counted with regard to how we support vulnerable customers. It is great that so many customers are using our digital services. We will be judged on how we support vulnerable customers as they move their accounts.

We have looked at a number of different types of journeys that customers might find themselves on and areas where they might find themselves in difficulty. We are offering support. We are training staff. As others have said, we are making sure we are there to support customers and, if necessary, going to meet them in nursing homes, at their premises and in their own homes to offer that support. We are constantly trying to change our processes to support customers.