Ms Jane Howard:

We have been actively reaching out to elderly customers. Not all elderly customers are vulnerable and I do not wish for anybody to think that is how we think of them. However, we recognised that elderly customers may have had their bank account with us for a long time and, therefore, changing could be a bigger issue for them. What we have seen - interestingly - is that our older customers were the first to move and to complete the process. We have actually seen more of them move than our category of age 25 to 45. They seemed to take action earlier and more swiftly but, nonetheless, we have reached out to them. We will have some customers who definitely are vulnerable and older such as customers in a nursing home. That is why we are reaching out to them in different ways. There are different types of vulnerability, among which is age.