We consider that the increase of the number of complaints directly reflects the higher awareness of customers about the right and the possibility of complaining, which is contributing to the better protection of their rights, but it is also contributing to the rectifying and advancement of internal processes in financial institutions in providing and further developing financial services as well as avoiding various errors.
These include evaluation of the ownership and governance structures and scale of operations; financial strength and performance; strategic intent, market, and developmental impact; business conduct, reputation, and integrity issues; as reflected in performance and strategic direction.