Professor Philip Lane:

There is a two-track way to deal with individual cases, one of which is the Financial Services Ombudsman. If people write to us, we can take it on board in terms of the kind of input we use for supervision. The third dimension is the role of intermediaries. Having access to independent help in dealing with the banks may sometimes help, particularly for owner-occupier mortgages, because I recognise that people differ in terms of their ability to engage with banks. There are far more support services than previously to help individuals engage with the banks.