Mr. Ger Deering:

It varies. Some credit unions are very good at dealing with their own complaints. Others are not as good, maybe because of the committee structure and such things. We find that many credit unions are good at dealing with complaints, and a smaller number are not as good.

The attitude of banks has changed very significantly in that, up to 2014 and even in 2015, the banks refused to engage in mediation in 99.9% of cases. We researched why that was the case. The kind of feedback we got was that banks had made their decision and there was no point in engaging. We pointed out that that was incorrect, because a significant number of complaints leave our office different from how they came in, which means that the bank was not quite right. I have to be fair and say that the banks and insurance companies have engaged in the process. They are seeing a benefit as well as the consumer seeing a significant benefit.