Ms MaryRose McGovern:

It is also important to acknowledge that we undertake closure surveys, whereby if a complaint is closed at an early stage and we cannot understand why, we give people the opportunity to give feedback to us about why they withdrew their complaint or were not in any further contact in order for us, if possible, to categorise it as a settlement. Alternatively, if somebody just found the service too tricky or needed further assistance from our access officer, we want to know about it in order that we can tackle that.