Sorry, yes. Generally there are complaints about overall editorial, the whole business of how the paper is delivered and what it means. I mean, the paper's gone through many changes over the last few years and every time that happens, people are extremely wary of change and they want to talk about it. Guardian readers in particular feel very close to their newspaper, so they feel they have a real stake in it and they want to have that conversation and I spend time trying to have that kind of conversation with them.
Then of course, if we get letters from lawyers, I am able to deal with complaints which are presented by lawyers, providing the lawyers actually want to use our processes, but always then I would contact our in-house legal department.
Then there are incredibly simple things that what we hope will happen will very often be dealt with by our automatic reply. People don't always know where to go if they haven't had one of their nine sections on a Saturday delivered and we give out telephone numbers in our automated reply which enable people to go straight to the right department. Otherwise, if that doesn't work for them, then we'll talk to them and let them know what it is.
People want to pass things on to journalists who have written pieces, and one of the things which is really growing is the number of people who want to change stories that have already appeared online. We have an extensive archive -- I think we have about 1.5 million pages now -- and it's quite an issue, the number of people who say, "I co-operated in this story seven years ago, but now I'm concerned about this aspect, that aspect. Will you delete that?" That's really quite a big issue for us and that's another thing which takes up quite a lot of time.