Mr. Liam Sloyan:

The financial service providers have commercial discretion in the way they conduct their business. The FSPO can only uphold a complaint based on the criteria set out in the legislation by the Oireachtas. In circumstances where a financial service provider is carrying out its commercial discretion and there are no grounds set out by the Oireachtas in the legislation for upholding a complaint, and I am not talking about thatched cottages in particular but in general terms, then it is not a matter for us. If, however, somebody can make the complaint and there are grounds that conduct was unlawful, unreasonable or improperly discriminatory or one of the other grounds that is included within the Act, then we can uphold it. Each complaint that would come to us would be considered in its own context and in the context of the grounds within the Act.