Mr. Ger Deering:

I want to stress that that will not form the basis of my decision. It will be part of the evidence. We will consider all of the evidence including phone calls and everything else. There is a significant difference in having to deal with a cohort of people as it is described compared to individual complaints, which we deal with. We deal with each case on its own merits. It could be that somebody was told something different than the contractual entitlement in a telephone conversation. We look at it in its broadest sense.