I fudged a bit, but did I answer your question?
I'd like to give you more information in reply to your question about external complaint processing organizations. Our role is a supervisory role. The situation is a bit different when an individual submits his problem to the bank only. If he or she calls on one of the external complaint processing bodies we supervise to ensure that certain standards are respected, the process is a bit different.
Moreover, if there is a breach of the law, the consumer can submit a complaint to us on that. We can't do anything if a person is upset because a branch is dirty, for instance, but if there is a possible violation of one of the provisions of the act, the consumer can send us a complaint. We can then launch an investigation if that proves to be necessary.