Mr. Peter Tyndall:

They have chosen to go to the courts rather than to my office but my great concern is that people are not being signposted. That was something we found evidence of, and we will continue now to make sure that is properly addressed. At the very least we have seen, for instance, changes to websites. The HSE website now signposts properly, which it did not do when we looked at it initially, but it will be a question of vigilance.

We have to recognise sometimes that although somebody is not saying, "I have filled out an official complaint form", the comments he or she has made about the service constitute a complaint and it should be dealt with as a complaint and due process followed. We find in some of these instances that people have raised concerns but that they have not been dealt with as a complaint and, therefore-----