Mr. Liam Sloyan:

It is important to consider this in the context of our role, which is to help resolve complaints that individual consumers might have with respect to the conduct of a financial service provider. When it is looked at in that context, and the consumer comes to us and they argue that there was something in the behaviour of the provider that was in some way unreasonable, unlawful, improper or improperly discriminatory, we can look at that. However, when we move into the context of matters that are within the commercial discretion of a provider, that is not something that we can act on. We can only find, in relation to the conduct of a provider, where it does meet one of those categories in terms of the lawfulness of it, the reasonableness of it and the justness of it - those types of things.