Ms Jane Howard:

I would like to add a point or two on that. We started our formal letter campaign six months ago and almost every customer has now been issued with his or her six months' notice. Those who have not have been written to separately. It has been orderly although I absolutely accept that customers had to go out of their way to get new bank accounts. That time and effort is absolutely appreciated, but as we sit here today, more than 50% of our customers have either closed their account or have started to wind it down considerably to very few transactions. On the question of whether there is a problem with direct debits, the data show they have reduced by more than 50%, our standing orders have reduced by more than 55% and our point of sale transactions have reduced by just over 50%. All of the indicators are telling us that over 50% of the customers have either completed the journey of choosing a new bank, moving and closing or are well on the way to completing it.