Ms Dee Forbes:

We have a robust complaints system, as outlined by our regulator. Again, there is a very clear code on how to make an official complaint. We endeavour to respond to complaints within 20 days. That is our norm. Beyond that, I will give the Deputy details from our annual report of overall numbers. We received 32 complaints in 2020 and 55 in 2019. Of the complaints that came in, zero were upheld by the BAI. The authority is our regulator so all the complaints that go to it are then adjudicated on by it.