Ms Noeline Blackwell:

Looking at the matter from the point of the consumer, if one's main link is to the agent - but allowing for the owner to be drawn in, if necessary - then I presume it will be for the consumer to in some way prove that the owner should be brought in at his or her expense and risk. If it is only to be allowed to be drawn in to the Financial Services Ombudsman and not to any other avenue of redress which might be open to the consumer, then, as matters stand, that is about as complicated a legal structure as I have ever had the privilege to see.