Although you wouldn't guess it from his Christian name (see box), Mr Harkins is a Liverpudlian through and through. 'There's a lot of narrative on this important issue [savings rates] at the moment. There is no 'really, really sorry' moment this time around, although Mr Harkins does immediately offer an apology when I challenge him on the organisation's recurring customer service issues. Like many businesses, Mr Harkins says issues surrounding both staff retention and recruitment have impaired customer service standards. 'But if we don't hit our customer service targets, we have to own that.

Source: Daily Mail July 05, 2023 14:42 UTC