Assistance to a vulnerable complainant may be provided by way of legal aid and the costs involved could be capped and rates set. It would be advisable to examine the support being given to citizen advice bureaus, free legal aid centres and advice centres to ensure that such complainants would be able to approach some organisation. I recall that when I was an ombudsman I felt there was a duty on me to help such people to formulate their claims. That is an important point to remember.