Mr. Ger Deering:

We take a fresh look at every complaint. We take all evidence into account. For example, if a case has been through an appeals process, we look at what was given by the complainant to the appeals process and what was given by the provider. We have the advantage of all of that.

We will take into account any information coming from there but it is a fresh consideration and it is, ultimately, my decision, or that of the office, as to whether the complaint should be upheld or partially upheld.