Mr. Ger Deering:

As with all of the areas in which we operate, it is mixed. We have had complaints that have not been upheld on the basis of the conduct of the provider. While a person might not be happy with the renegotiation of a loan or with an alternative payment arrangement, it has been considered that the conduct of the provider has not been unreasonable in the circumstances. In other cases, a complaint has been upheld or partially upheld because the conduct of the provider in that regard may not have been reasonable. It varies, as with other complaints.