Mr. Liam Sloyan:

We must receive a complaint from an individual, small business or other organisation in respect of the conduct of a financial service provider for us to act. We cannot act unilaterally in respect of those matters. If someone makes a complaint to us and says that a financial service provider had not provided him or her with a letter closing off the matter or it had been strung along for a while, there are provisions in the legislation and within our processes to deal with that. Does Ms McGovern wish to discuss those?