Professor Philip Lane:

I will respond to that question and I will ask Mr. Bernard Sheridan to respond to it in more detail. There is a multi-layered approach to trying to represent consumers. The motivating factor for many people in the Central Bank, especially in our consumer protection work, is to try to protect the consumer through the range of powers we have. There is also the ombudsman process. As Mr. Bernard Sheridan said earlier, it is intended that the framework that each bank runs has a consumer voice. The Deputy might argue about how independent that process is if the bank is picking the framework. There will be a majority of independent voices in the appeals process. I can appreciate the frustration experienced by customers if they are not getting sufficient updates on their individual cases. That leads to considerable distress because of the sheer uncertainty about not knowing what will happen. The only thing I can say about that is that I hope month by month an increasing number cases will be resolved. We are pushing banks to do this as quickly as is feasible. I will now ask Mr. Sheridan to respond.