The customer doesn't get to pick. The bank has already picked it because if they have to be a member of just one....
I have a constituent. I know a got an email on something like this, so I just looked up her complaint about the complaint process. If the chartered bank is a member of one complaint body, the customer has no choice after going through the internal process but to deal with the body that the bank has already chosen.
Is that a competitive process for the banks typically? Are these external complaints bodies businesses? Are they not-for-profits? Are they just a panel of people?