One thing that I think is misleading is that a lot of our complaints don't lead to a finding of whether it's well-founded or not well-founded, because they are resolved before we get to that; 85% of all our complaints we try to resolve informally. Only 15% of all the complaints have to go into a finding. The 30% and the 60% are of these 15%. Actually, out of maybe 4,000 complaints, we resolved 85%.
Often, what we mean by “resolve” is that the complainant receives the information he's entitled to before we have to issue an order or before we have to complete our investigation because of the negotiations and the discussions we have with the institution. A lot of work is done before we actually have to issue a finding.