Ms Marguerite Sayers:

Yes, our understanding is that there is a legal basis to that. We certainly asked the question. Given that we were told it is not possible, we are working with the arrangements that are available to us and encouraging customers to contact us directly through the website.

With regard to our customer book, approximately 35% of our 65,000 customers are electronic customers so they are well used to transacting through our website.

That makes it a 65% problem. We will engage with all customers but it would be more useful to us if there was an automatic system.