Page 281 - Bank Case Studies

His problems are not simply the legacy system but

keeping customers from switching to other banks and

addressing the impact on staff health and morale

particularly in the branches.

Attempts to keep customers from switching to other

banks also begin in earnest.

TSB promised that no
customer would pay

overdraft fees or charges

for April, and that the

interest on its Classic Plus
current account for

existing customers would

increase from 3% to 5%.
Estimates suggested that

this could cost the bank

an extra £30m a year.

Friday 27 –

Nicky Morgan, of the Treasury Committee, had

requested a letter of explanation from Pester by
midday. It failed to arrive until later in the afternoon.