That's certainly been the stated impetus for the banks leaving. It's about timeliness and effectiveness. There are four pieces of information.
In conversations with OBSI, I have learned that it was blindsided by the Scotiabank move. The ongoing meetings regarding performance, with senior officials at Scotiabank, had all been very positive.
The studies that were done in 2011 and 2016, the 2011 was much broader. It didn't find inefficiencies in OBSI. The 2016 one was more narrow. It discovered inefficiencies, but only to the extent that the process for investigation was limited in the area of investment firms. CARP has also advocated that the dispute resolver not just have the ability to make recommendations but to bind the parties to the recommendations. It's that flaw that the 2016 report said was leading to inefficiencies, not a flaw of OBSI but a flaw of the process.
In terms of the questions, I refer to the work done by Andrew Teasdale, who's an investor advocate who looked at this in detail. Noting the limitations of data—because OBSI is far more transparent in the information that it provides—he looked at the cases over the four years from 2004 to 2017, and found that 2.77 more cases were found in favour of consumers. He looked at the aspects of the claims regarding effectiveness and timeliness. Despite, for example, TD claiming that it was moving for more timeliness and efficiency, his research showed that timeliness did not occur.