Mr. William Prasifka:

When we review a provider's obligations under the code of conduct on mortgage arrears, essentially we examine how it dealt with the specific circumstances of the complainant. That is what we are entrusted with doing. The code of conduct is quite prescriptive and it requires that certain stages and options are pursued. We examine whether the provider has done this in the context of the individual circumstances of each complainant. Template letters which do not address that are not in compliance with the code.