Mr. William Prasifka:

Our services are provided at a low cost. The provider has an obligation to inform its customer - in this case, the complainant - that he or she can make a complaint to the Financial Services Ombudsman and we try to deal with the complaint as expeditiously as possible. People who do not have legal training can come before us. They do not have to frame the complaint in a legal manner because we can take care of that aspect. We provide an accessible service and we try to deal with cases in a timely manner where this is possible. Although the service is accessible we also adjudicate fairly, which is our remit.