Ms Jacqueline Thornton:

It goes back to what the case is. We take a view as to whether it is appropriate for us because it is very rare that we would get involved in individual consumer cases. It is not our place to do so. We are a representative body. Where we feel we can add benefit or help with particular cases that are not moved on and that are not getting the contact they need, we will give a heads up to the firm to be able to deal with that.

The Chairman is asking whether we follow that through or force firms to do it.