Mr. Padraic Kissane:

There is lack of empathy in the central appeals panel. There are two panels involved in appeals, namely the independent review process and the central appeals panel. I have 100% faith in and satisfaction with one; the entire opposite with the other. The decisions coming back to me are flabbergasting. It tells me I am wrong and how could I be right. Take the last example I presented. His case is still not resolved. With most cases I have got back, I now have to go forward to the ombudsman's process or to the courts. Some of the issues I raised were not addressed or even investigated. This will slowly change because I am now putting it on record in the highest authority possible that I have no faith in the customer appeals panel within the redress process. However, the independent review panel is a fair process. It is not that I get an easy ride in any of the appeals, but it is a fair appeal, which is what it should be.