The customer knows about us through the bank's complaint handling system. What all customers are advised is that if they have an issue at the bank, first they have to go to the person they were dealing with, and then the manager, customer care, and then finally the bank ombudsman. If the bank ombudsman doesn't resolve their complaint to their satisfaction, they're provided notice that there is an external complaint body. Whether it's us or OBSI, they're told who to go to and how they can access us. They can access us over the phone, or by email, letter. We also have a website, so we explain how our system works.
On November 22nd, 2016. See this statement in context.