Ms MaryRose McGovern:

Yes. In terms of restoring the imbalance, as it were, it is important to bear in mind that, when consumers make complaints to us, they often have a real sense of having been treated unfairly, but they do not necessarily know what the regulations and consumer protection code, CPC, provisions are. This is why we exist. In our mediation space, we will reality check both parties as regards the conduct complained of. If the matter reaches a formal investigation, we start by sending a formal summary of complaint to the responding financial service provider. That summary asks questions like whether the provider complied with such and such a provision of the CPC, a matter about which the complainant will not know. We bring that knowledge to put shape to what a consumer may believe is unfair treatment.