Mr. John Trethowan:

A lot of our activity never reaches the point of a formal appeal. We might get a call to the review office from somebody who is having difficulty with a bank, or something like that. The first thing we do is telephone the bank and ask if we can sort out the matter but we do not record that. I would say at least another 50% of the caseload is solved informally between ourselves and the bank, addressing issues people bring to us.