Ms Marguerite Sayers:

We will be very focused on that group of customers and measuring the size of the issue as customers make those transfers. We will be contacting customers by exception. Some customers may want to set up their direct debits again. It is important to realise, and it will be part of our communication, that direct debit is by no means the only option that customers have for payment. Many of our customers choose to pay just by going into a bank and not having a direct debit. They can pay through Payzone, etc., and go into a post office. There are a number of options. They can ring our contact centre. Again, we will reinforce to customers the various options available to them. We will reduce the extent of our communications and ensure we are communicating just with what we hope will be a diminishing group of customers over time that would not have re-established the direct debits to remind them it is a very convenient way to pay and to help them if they have any issues. We will offer that assistance to them. It is certainly part of the communication plan. It is not the only means of payment and we will also reassure them they will not lose supply because of that.