*In accordance with the Swedish FSA’s general guidelines FFFS 2002:23, complaints are deemed to mean that someone has expressed material dissatisfaction regarding NGM’s services or products. General opinions and general expressions of dissatisfaction are not deemed complaints, nor are expressions of dissatisfaction that are deemed to be insubstantial for the client. The definition of a complaint is important, because there is a regulatory regime applicable for how NGM shall handle complaints. NGM is of course also happy to receive general opinions and tips on how to improve our business.