Ms Derville Rowland:

The role of the ombudsman in the national framework and his statutory role is to take complaints on a case-by-case basis. He can explain to the committee his role. The system is designed so that customers with an issue with a service, a product or any other consideration would go to their bank first and make a complaint to that lender. The ombudsman would say that as well. It is the way a customer should seek to have a problem resolved. If they do not get satisfaction from making a complaint to the bank, they have a right to take one to the ombudsman on a case-by-case basis. The role of the Central Bank is different.