Ms MaryRose McGovern:

I might start with the last question. If there is a complaint about a failure to recognise or pay out on an insurance policy, that is a sort of complaint we can have a look at to see if it is coming. There may be an issue around time limits. I do not know how long ago it is but we would certainly be able to look at that and assess it, and, if it comes within the jurisdiction and time limits of the office then certainly, we would be able to investigate it then. The starting position would need to be to follow the usual process to make the complaint to the bank in question and get the final response letter. If the person is still not satisfied then, she can fill in the complaint form and we will pick it up from there. We would be happy to do that.

I will ask my colleague to talk to the Deputy a little bit about the disability liaison officer question but I might just come back to the Covid complaints. There are 600 complaints that are referred to in the overview of complaints. Those are complaints where the complainants themselves identified Covid-19 as an element. They are not necessarily business interruption complaints. Of the 600 complaints we received in 2020, we saw those thankfully peter off a little bit. Then, we received 275 Covid complaints in their entirety in 2021, of which 75 were business interruption complaints.

I do not know if that answers the questions. We have tagged them. We tried to make sure we kept an eye on these as soon as they started coming in. We tagged them once the complainant indicated there was a Covid-19 element so we could keep an eye on whether there were business interruptions or payment break issues arising. If somebody was looking for a payment break against a background of Covid-19, we could keep an eye on those and prioritise as appropriate, depending on what was going on with those complaints. I will ask Ms Carroll to talk a little about the disability question.