Ms Elaine Cassidy:

It does vary significantly, because we have moved to a new dispute resolution model and people are being contacted by our office within a few days of making a complaint. Depending on the complexity of the complaint, it could be resolved within a few days. Some cases are more complex, in particular those involving insurance, and may take a few months to resolve. Ideally, we would look to close complaints within the dispute resolution system within eight weeks. That is our informal target. At the moment, because this is a new area, we are not quite making that target. It would take longer on the adjudication side.