Page 284 - Bank Case Studies

Nicky Morgan MP, chair of the Treasury Committee, wrote to

Pester to find out what had gone wrong, the extent of the

failure, and how the bank intended to compensate

customers who have suffered a breach of potentially highly-

sensitive personal data.

Mrs Morgan said:

"It simply isn't good enough to expose customers

to IT failures, including delays in paying bills and
an inability to access their own money.” (10)

“warm words and platitudes will not suffice”. And

apologies will also not save the bank from the

regulators. (18)

Branches are supposed to be a thing of the past. They’ve

been closing at a rate of about 300 a year since 1989,

accelerating to more than 700 last year and RBS announced

on 01 May 2018 that it was closing 162 branches.