Ms Derville Rowland:

Our culture report stated that banks did not have enough of a consumer-centric point of view. While they have made something of a start in that regard recently, they have a journey to undertake, so it is a valid observation that they did not give sufficient consideration to the impact on their customers of the design and sale of their products and their withdrawal from sale of those products. That is absolutely right and something that we expect never to see again.