Mr. Seán Moynihan:

Again, on the general point, to which Ms Loughran may want to add, in a lot of cases relating to healthcare, even going back to housing, landlords and so on, there is a power dynamic in the background. People have to complain to those on whom they are dependent, in a lot of cases, and in some cases for personal care, for the ability to remain independent and so on. Any complaints procedures in these areas, therefore, have to tilt the bias towards the individual because making a complaint is difficult. The individual should be believed initially while we wait for the outcome.