Ms Elaine Cassidy:

Our dispute resolution office will make contact and talk the complainant through the complaint. He or she may only have provided a very small amount of detail on the complaint form, so the office will ask questions and try to get the whole history of the complaint and understand the effect it has had on the complainant.

What is very important is that we really try to listen to people. As Mr. Deering mentioned, people have often gone through a complaints process in a bank which might have lasted months and they never got to speak to anybody. There were interactive voice systems and email but nobody ever listened to them and asked how they were affected or whether there was anything that could be done to help them. That has a huge impact.