Mr. Ger Mitchell:

It all depends on the nature of the complaint. Typically speaking, we observe the guidelines in that we contact and respond to customers inside five working days. We commit to resolving any issues we can with the customer, depending on their complexity, inside 21 working days, and then we will commit to the closing out of that issue over a period of time. Very often customers take these actions themselves. Sometimes they are represented by others and sometimes they engage a financial adviser who may submit on their behalf.