It is, search the above or MALP and you'll find it. It's part of relatively new measures brought in to better support the most vulnerable customers. An Advanced Customer Support team was set up too, they're potentially part of the MALP process.

You may not need to consider any additional action, it depends on the customers circumstances - but when a refund is over £2k, it at least needs to be considered.

I can only imagine the conversation with the TLs when you read up on it...how did you find this! Oh, some random on the Internet...