Page 302 - Bank Case Studies

Pester said he would fall into the logical thinker category

and insisted that the process was not intended to generate

sales. “It’s not about selling stuff … Our whole model is to

have great products and great service.”

In September 2018 after continuing IT problems at TSB

Pester resigned.

Richard Meddings, TSB Non-executive Chairman, said:

"Although there is more to do to achieve full stability

for customers, the bank's IT systems and services are
much improved since the IT migration. Paul and the

Board have therefore agreed that this is the right time

to appoint a new CEO for TSB."

Nicky Morgan, chair of the Treasury Committee, said she felt

Mr Pester's decision was the correct one. (33)

"Since the IT problems at TSB began, Paul Pester set

the tone for TSB's complacent and misleading public

communications," she said. (33)

The problems at TSB however, were ongoing.