The thing is what could they do for Caroline. She formally charged for domestic assault. Had they supported her in public or it got reported they were supporting her privately they would have faced a major backlash.
There's lots they can do when it's someone they want to protect - the police 'lose the files' when someone reports assaults etc by powerful people, gagging orders are wheeled out, lawyers and PR people start issuing threats and doing deals, media giants like ITV pull out all the stops to stop the public at large finding out things.
That's the point - with Caroline it was the exact opposite. The whole narrative was skewed, and she was smeared to high heaven - police were involved much further down the line than they should have been, she was arrested when she should have been looked after post self-harming, her boyfriend said he was fine and didn't want to press charges and revealed 'the attack' had been nothing of the sort, the Sun printed the photo of the bloodied bed and insinuated this was her being an 'abuser' rather than the horrific fact this was her own blood.
Any employer of integrity would have done all they could to protect a vulnerable employee as best they could, even with the attack dogs circling, but ITV instead joined in and announced she was fired in the same despicable rag that lied about the bloodied bed. Her work was her life and her family said this was what ultimately destroyed her. They did this while protecting a man over what appears to be very disturbing allegations, moving heaven and earth to keep them hidden from the public - these things were going on at the exact same time, if we recall.
To paint ITV as in any way innocent or with hands tied just doesn't match the reality of what actually took place. But these details need to be wheeled out over and over....