Aideen Hayden (Labour)
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The second part is somewhat related. It relates to the holding of oral hearings. I listened to the witness's response to Deputy Doherty. My concern is from a different perspective. I note the courts criticised the fact that oral hearings were not held. In that instance, it related to the complexity of the complaint. Many individuals who approach the ombudsman's office might have difficulties, including difficulties in communicating. As the Financial Services Ombudsman does not provide the service of an oral hearing, I assume all of the business is done through the exchange of documents. In my experience of dispute resolution processes, that is extremely difficult for people with low levels of education, for the sake of argument, or who have difficulties with language and so forth. How does the ombudsman try to balance the field for somebody who is trying to deal with his office when complaining about a financial institution? He said he operates on a very high level of formality, so how does he try to level the playing field here?