Ms Jacqui McCrum:

For those that were partly upheld, the substantive issue was not upheld. It may have been that the providers might not have complied with the code fully. There are various specific steps they need to go through. If we felt they had not allowed the complainant due process going through this, we would partly uphold it and send them back to a particular step to redo that step.

Of all the complaints we received, we could see a trend coming through where people were potentially coming into us where they may have thought a write-down would be involved or they could get some different outcome at the end of it. We are allowed to look at the process of the mortgage arrears resolution process. We cannot get involved in the contractual arrangement between the provider and the complainant. We have notices on our website and we let the complainant know at the outset that is all we can do. That is our jurisdiction. The complainant can then make a decision whether to proceed with that complaint. During 2013, approximately 42% of the complaints that came through did not come back to us again. Many people are not happy with the repayment terms or various other things but they did not actually proceed with those complaints.