Mr. Brendan McDonagh:

All the complaints would be given to him to get the facts and refer back to us. There has never been a situation to date where a complaint was fully upheld, because there are usually two sides to every story. Our modus operandiis to find a solution and in all the situations I have encountered in the 15 or so we received, we have generally been able to establish the facts and report back. If somebody takes the trouble to write to us, we always have the courtesy to write back to them and we give them the facts as we established them. Sometimes people accept that and sometimes they do not. We must ensure we protect the organisation. That is our job.