Ms Marion Kelly:

I met the Chairman as part of the public and stakeholder consultation, with a range of other people, and heard many similar upsetting and sobering stories of people's first-hand experience with banks. All the feedback we have received has informed the basis of our work programme for the first year, considering how people are communicated with, how they access information, what happens if they are in a vulnerable situation, for example, if they are in arrears, have lost their job or have a personal issue that affects their relationship with their bank.

We also focus on ethics and behaviour to make sure staff at all levels in the bank are trained in what is appropriate and ethical behaviour from the top down to new people coming in the door. That is in our work programme. We work very closely with the Institute of Bankers to make sure those training programmes are delivered throughout the banks. Our chairman mentioned earlier that we also intend running sessions with the legal teams of banks, so that they understand not just the letter of the law but what should be done for customers. That is very important in showing the cultural change we are committed to supporting.