Mr. Ger Deering:

We are trying to avoid complaints happening in the first instance. For example, one of the powers I have is to direct a bank to change a practice. If we see a particular practice, I can report it to the Central Bank and we can use our case studies. We publish the number of banks and insurance companies which have had more than three complaints partly upheld or upheld. Case studies and reports to the Central Bank are prepared in either of two cases. We do it if we think something is systemic and an issue across the bank or the sector generally. We do it if we think it is so egregious that, even if it happened in a small number of cases, something should be done about it.