Ms Derville Rowland:

I am not trying to undermine the importance of closing the gap for those affected customers, where they may have complaints about issues arising from matters related to the underlying loan owner in the relevant period. I am not trying to say anything other than we fully support that gap being fixed in any way that is possible so that people are fully and effectively protected in terms of their remedies to complain to the financial services ombudsman. I hope I would be ad idemwith the Deputy and others on that to seek that policy outcome. However, that is different and distinct from saying that the code of conduct on mortgage arrears applies in a lesser way to others. It is absolutely true that the remedy after a complaints procedure with the regulated entity has been exhausted and where a person is not satisfied is that they have recourse to the ombudsman. At that point, it would appear a decision has been made that there is a gap. I fully support that being fixed. However, it is different to say the policy framework is not in effect.