Ms MaryRose McGovern:

In the vast majority of cases, the response times tend to be appropriate. The larger financial service providers have good customer service teams and, as I understand it, they are usually trying to keep an eye on where things are blocked, as it were. There are some instances where we are not happy with the response times and we usually have a discussion and work together to move things along faster. We must bear in mind that this relates to the financial service provider's own customer. This is something the provider should want addressed as quickly as possible. The longer the dispute or complaint goes on, the more unhappy a customer is likely to be, and that is never a good thing.