Ms Elaine Cassidy:

The straightforward answer is yes. We would respond immediately, usually within a day or so, to acknowledge the complaint, and then our dispute resolution service would take on the complaint immediately after that and make contact within that week. That process of engagement would start, and sometimes it would be quick. It might be over in a few days and on other occasions it might go on for months, depending on the complexity. The dispute resolution staff would be in contact with the complainant throughout the process.