The project director behind a new Irish Banking Culture Board (IBCB) being set up in the wake of the tracker mortgage scandal has said she sees merit in the findings on individual firms in annual surveys being made public. This survey looks at issues such as whether bank staff see their firms acting in customers’ interests or if individuals can speak up without fear of negative consequences. The study found that top banking executives retain too much of a crisis-era “firefighting” mindset to place customers at the heart of all decisions. Ms Kelly said that she understands “where there may be cynicism” about the IBCB from the public and among general staff in banks. But when something goes wrong, we should respond fast, be transparent and consider the real impact on the customer.”

Source: The Irish Times September 29, 2018 03:56 UTC