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This report aims to give you a balanced view of how we’re performing against our commitments to our customers. We’ve tried to highlight areas where we’re doing quite well, while being open about where we need to improve.

We want you to receive a better-quality service, and hope the initiatives described in this report will make a real difference. We’re impatient to do better but, at the same time, we know that some of what we’re doing will require long-term investment and commitment.

To summarise, here are some of the most important things we’ll be focusing on in 2008:

• We’ll keep making sure we consistently achieve our service standards so you always receive a good, reliable service.
• We’ll continue analysing the root cause of the complaints we receive to identify whether we need to make any changes to our products or the way we interact with you.
• We’ll keep monitoring how we deal with complaints to make sure we’re treating you fairly.
• We’ll keep focusing on how we do things, as well as what we do, by recruiting, rewarding and developing employees who are truly helpful to customers.
• We’ll start to make changes to the letters, forms and other documents that we send you, to make them clearer and more understandable.

We’ll update you on our progress with all of these in future years’ reports.