should be preferred to my summary of them. But can I just explore that with you a moment. Because no expenses were listed, you had no idea what this borrower’s expenses were, did you?That’s correct. You had no idea whether, for example, she was caring for someone in the home or elsewhere who required significant expenditures of money for care?That’s correct. So is it right to say that the absence of any detail of about expenditure was – somehow again, my word not yours cured by resort to the Henderson Poverty – – Index?So so we have, for the very reasons that you suggest, changed our processes – to have both better quality conversation and a better recording of those conversations so that we would recognise, for example, special circumstances. The practice at the time was less rigorous, and we took the the greater of the benchmark that we were – using or the declared expenses. And for what period did that practice exist or persist?Yes. I am the the our – – – approach to our approach to this issue has continued to evolve over the last some – years. I can’t give you an exact date, I’m sorry. Can I then come at it this way and, again, go to the limits of your knowledge, but – not beyond the limits ?Yes. of your knowledge. When were changes made ?It to move away from this ?In around 2015, I believe. Yes?And more more substantive changes were made last year. – Last year. Are you able to say when last year?So a significant roll-out of responsible lending training to business managers, which talked to some of that, some training through the middle early part of the year, some specific system changes which – were introduced in August 2017. Yes. Including, amongst other things, trying to capture better the expenses that the borrower or proposed borrower may have?Absolutely. So stepping the business manager, as they are asking that question, through quite a rigorous process, and including some very specific questions. For example, about special circumstances. And forgive me for just pressing a little further. As part of that, was there any verification of what the business managers reported in the forms that were ultimately submitted?Only in generally, no. So there were some circumstances where that – might happen, but generally, no. You were dependent on the accuracy of what the business manager by that you – mean the car yard business manager ?Yes.
should be preferred to my summary of them. But can I just explore that with you a moment. Because no expenses were listed, you had no idea what this borrower’s expenses were, did you?That’s correct. You had no idea whether, for example, she was caring for someone in the home or elsewhere who required significant expenditures of money for care?That’s correct. So is it right to say that the absence of any detail of – about expenditure was somehow – again, my word not yours – cured by resort to the Henderson Poverty Index?So – so we have, for the very reasons that you suggest, changed our processes to have both better quality conversation and a better recording of those conversations so that we would recognise, for example, special circumstances. The practice at the time was less rigorous, and we took the – the greater of the benchmark that we were using or the declared expenses. And for what period did that practice exist or persist?Yes. I am – the – the – our approach to – our approach to this issue has continued to evolve over the last some years. I can’t give you an exact date, I’m sorry. Can I then come at it this way – and, again, go to the limits of your knowledge, but not beyond the limits ?Yes. of your knowledge. When were changes made ?It to move away from this ?In around 2015, I believe. Yes?And more – more substantive changes were made last year. Last year. Are you able to say when last year?So a significant roll-out of responsible lending training to business managers, which talked to some of that, some training through the middle – early part of the year, some specific system changes which were introduced in August 2017. Yes. Including, amongst other things, trying to capture better the expenses that the borrower or proposed borrower may have?Absolutely. So stepping the business manager, as they are asking that question, through quite a rigorous process, and including some very specific questions. For example, about special circumstances. And forgive me for just pressing a little further. As part of that, was there any verification of what the business managers reported in the forms that were ultimately submitted?Only in – generally, no. So there were some circumstances where that might happen, but generally, no. You were dependent on the accuracy of what the business manager – by that you mean the car yard business manager ?Yes.