That would be false. The way complaints handling works, even inside the bank and with the external complaints body, and to often manage what sometimes are information asymmetries, more clarity, or in certain cases if restitution is required, often that requires somebody to help the customer interact with the bank. In certain circumstances, the external complaints body may engage with the bank on behalf of a customer to help them address their interests. I wouldn't say that's the bank interfering. If anything, that's expediting the process to the satisfaction of resolving in a timely way whatever issue the consumer has.
On November 28th, 2016. See this statement in context.