The Central Bank has published research commissioned in order to examine consumer perceptions of complaint handling in regulated firms. The results of the survey (commissioned in the context of the minimum requirements for complaints handling set out in the Consumer Protection Code 2012) show that out of those surveyed who had made complaints to regulated firms, a minority (41%) felt they had been treated fairly and only 39% were satisfied with how their complaint was dealt with. The results of the research report that the most important aspects to consumers in a complaints handling process are the authority, experience and knowledge of the named contact (with respondents who had a named contact during the process being more satisfied); and timely resolution of complaints. Central Bank Director of Consumer Protection, Bernard Sheridan has expressed concerns arising from the results of the survey, emphasising the importance of regulated firms considering the findings of this research in order to ensure a fair approach to consumers is taken.