Ms Derville Rowland:

Everything is possible but we would not expect banks’ own errors to be a reason for a customer to have an adverse credit decision. More recently, we saw in the media, as I am sure the committee members did, where there were communications to customers with reference to the transfer of loans from one to another. However, no customer paid anything and they were not expected to pay. We expected all of that to be communicated properly and for any direct debits missed, no detriment flows to the customer, particularly when it is, in effect, the lender who has not had its ducks in a row.