Mr. Paul Kenny:

The problem we have is that some complainants feature in our files a number of times. I received a complaint last year from a gentleman in the west of Ireland who has three previous complaint numbers, and it is useful to be able to access the previous complaints in order to deal with the current one because sometimes there is background in what was done previously. In other cases, there is documentation on file that could be useful in solving the problem under review. The number of return visits we get is fairly small, but they do happen.