In April 2015, the Netherlands became the only country in the world to put in place a legally embedded code of conduct for its bankers. It established an independent, non-profit organisation to implement and enforce the rules - the Tuchtrecht Banken (Court of Discipline for Banks). The disciplinary court outsourced complaint handling to the DSI Foundation, a non-profit foundation committed to strengthening confidence in financial markets. The DSI Foundation not only assesses and trains people in the financial markets but also handles complaints against bank employees.
The involvement of the DSI Foundation was intended to provide an independent third party to handle complaints filed on the Tuchtrecht Banken website. That means individuals making a complaint know their information will not be shared inappropriately, for example with the business that they are complaining about. The DSI Foundation needed an application to handle these complaints in a safe and secure manner.
The DSI Foundation approached low-code and no-code specialists CLEVR to build the Disciplinary Law Complaint application. The project was especially challenging because the law that created a formal process for filing complaints required an application be built to handle them in less than two months. That meant there was no margin for error.
The application had to have a unified look and feel, even though it would be accessing external systems. It also had to be completely tested and secure to meet specific legal guidelines. CLEVR created an application based on the low-code Mendix platform, which includes an information security management system.
The resulting Disciplinary Law Complaint application is fully protected and the interfaces between all systems are fully secure, which means data cannot be accessed by unauthorised people. The security has been verified by an independent party and all the protocols that provide connectivity and data transfer are audited regularly.
Thanks to this application, individuals filing a complaint can be assured their information is in safe hands. Banks and financial regulators, meanwhile, know that security is sound. The system helps to re-establish faith in the financial markets for all concerned.
All parts of the project had to be handled with great care, from the first notification to any judgment by the court. This leaves no margin for error and the project required the utmost collaboration. At first, it felt like we had entered the mineshaft with nothing but a flashlight. But thanks to Mendix, we can see we are on the right track. What we desired and what we achieved were always consistent with each other. Both the business and IT prevailed to our great satisfaction."