Philosophy: This mentality thing is more than pricing. It is to do with the way customers are treated. That was here when I came and it was here for generations.

Mutual status: Our mutuality status has been well recognised in the past few years, but has only been recognised when we started doing something about it.

Banks: A mutual has a better chance of doing a better job for its customers, whereas a plc has first to think about its owners and then about its customers, and the customers are a means to an end.

Values: You have a public who are confused by all the messages and a public who sometimes say, "a plague on all financial sector houses".

Future: Looking forward, we see we will do a large volume of business in the coming year, but we see that, sadly, we will have to turn away a lot of people.

Housing sector: There is no real evidence, either from the Government or the opposition, that people are really worried about it.

Experience: I get stressed with the best of them, but I have seen it before.