If you have watched the Circuit videos, you must know by now that we have not selected the 11Onze Agents for their banking knowledge or experience. We are looking for normal people who live in normal environments, able to establish a face-to-face dialogue with other people and to recognise situations encountered by customers as familiar, everyday situations. Our Legal Affairs Chief, Arcadi Sala-Planell, reminds us how important is for agents to be aware of the malpractices carried out to date by some banking sectors, in order to be able to support our clients correctly.