Richard Banks, the boss of UK Asset Resolution Limited who are overseeing the winding down of Northern Rock, told ITV News's Laura Kuenssberg that customers were given "incomplete" and not "misleading" information about their loans.
After Northern Rock announced £270 million-worth of refunds to 152,000 customers, could Virgin Money also be set for a payout?
Will Northern Rock send you money? What have they done wrong? And, what should you do now? Our Consumer Editor answers the key questions.
Some 152,000 Northern Rock customers will get a total of £270 million compensation after a small but costly mistake.