Mr. Paul Joyce:

Yes, we did because we have seen cases where the complaints has been made. The Lyons and Murray case is a good example, as the complaint was about whether €17 million worth of loans were on an interest-only basis. To us, it takes a lot of resources of the Financial Services Ombudsman to deal with those complaints and this led to the proposal to redefine "consumer" to accord with what is in the consumer protection code where, on the one hand, there is a personal consumer and, on the other hand, the consumer.

It may be possible, through some mechanism, to prioritise complaints from who we would regard as ordinary consumers who are frustrated about credit, insurance and investment issues.