Our epxperience with the financial services companies varies greatly. There is a long spectrum.
Some companies deal with the complaints themselves . When things reach a final stage with us, they are never upheld. Their response to their customers is comprehensive and complete.
There are other providers who have in the past used us as their complaints service. A complaint is made and there is no further engagement with the customer. Not only do we uphold a high percentage of these complaints but we uphold the same complaints over and over and over again.
We have been meeting with these outliers. We have been encouraging them, with the assistance of the Central Bank, to improve their performance. But if we could name them, that would give them a greater incentive to improve their performance. Other countries allow this, e.g. Australia, New Zealand and the UK.