Ms Derville Rowland:

That is our expectation. We would speak to the ombudsman about such a case. He would send us the decisions. I am sure the committee will hear about this from him later. That decision is addressed to the lender and to the individual, so it does not contain all the information we would want if an issue was raised with us. We would go to the ombudsman and discuss the issue. We would dig into it to get as much information as possible. We would then contact the lender about it and challenge that lender. The Deputy will appreciate that the lenders make their own decisions about those cases. However, our expectations have been outlined very clearly. Ms McEvoy might wish to comment on that.