Ms MaryRose McGovern:

It is a good thing for a number of complainants that those changes to what was a very strict six year time limit have been made. The changes have introduced complex concepts in terms of being able to explain to a complainant what is a long-term financial service and what is a date of awareness. There are some other bits and pieces within the Act, for example the time-limit being paused while internal dispute resolution, IDR, is being undertaken, that have really created quite a minefield for negotiating, to such a degree that internally we have been working on a flowchart for our own staff who do not work within the legal services division to understand and assist them in forming some sort of a view in order to give people a steer on whether there might be a problem in due course if the complaint does not resolve itself within dispute resolution.