Mr. Ger Deering:

I thank the Chairman for those questions, which I will answer in the order they were asked.

First, we have improved the speed and quality of how we deal with complaints. The theme and objective set out in our first strategic plan, which was from 2018 until this year, was to enhance the customer experience. Having brought in more than 3,000 complaints from the previous bodies, and knowing we were going to receive a significant number of between 4,000 to 5,000 complaints in 2018, we recognised that improving the quality and speed of the service was critical.

A key part of that strategic plan was a workforce plan and the identification of the resources we needed. Over the years since 2018 and to 2021, we have increased the number of staff and we have certainly improved both the quality and speed of dealing with complaints. We acknowledge that we have further to go on that journey. In 2018, for example, we closed 4,443 complaints and in 2019, we closed 4,569. As I mentioned, last year in 2020, we closed 6,139 complaints. That was despite the pandemic and the move to remote working. We dealt with 35% more complaints. Across a range of measures, therefore, we have improved both the quality and speed of the service,

In terms of public awareness, again, I would say the answer is "Yes". I mentioned that the Oireachtas gave me the power to publish my decisions in the Financial Services and Pensions Ombudsman Act 2017. That has been one of the more beneficial changes and is the ultimate in terms of transparency. The decisions are published anonymised. People can see the reasons, however, because those are detailed decisions. The legally binding decisions we make are significant and go into much detail. They first set out the complainant's case and then the provider's case followed by our analysis and the ultimate decision. The fact that more than 1,000 of those are now published on the website has greatly enhanced awareness. The media has given considerable coverage each time we have published them.

In addition to that, I also published a digest of decisions each time I published decisions. We are conscious that the decisions themselves are quite detailed and lengthy. These digests of decisions actually give people a summary, usually one page in length, of what the decision is about, with a link to go and look at the full decision if they are interested.

Our database can be searched by complaint type, product type, year, whether the complaint was upheld or a whole range of fields. All this has brought greater awareness. In addition to that, we have improved our website and intend to do much more in terms of improving it. We have also produced information leaflets to better inform the public.

I apologise; what was the Chairman's third question?