Anthony Hilton: A question of trust which banks don’t blooming get
Saturday 14 July 2012
City UK which is the promotional body for the financial services industry has a project aimed at restoring customers' trust. But progress is slow because you don't get results by standing on a soap box and saying, "Trust me I am a reformed character." You gain trust by doing the right thing, over and over again, one customer at a time. You do it, you live it, and eventually you get the credit.
Bank bosses in particular don't understand or accept that it comes from the bottom not the top so they keep failing to do the right thing. Thus in my local village the high street is transformed every summer by hanging baskets of flowers, organised by volunteers and paid for by all the local shopkeepers. For some, in current trading conditions, even £50 is a big ask. And guess who does not pay: the local branches of Lloyds and Barclays.
They spend thousands of pounds every night on television to advertise how they care about local communities and local businesses and local people. They spend a further fortune on corporate social responsibility programmes designed from on high to show how they care about down below. But they will not give their local branch manager even fifty quid and the discretion for him or her to spend it on a hanging basket or any other local charity. It's not the front line staff's fault. Some years they have been so ashamed they have paid out of their own pocket.
The Bob Diamonds of this world have stripped British banking of its human face and its sense of shared values. To be trusted, bankers have to be part of the communities they are meant to serve. Yet even now those left at top – a diminishing band admittedly – still don't get it.
- 1 If I were Prime Minister: I'd give tax cuts to the rich, keep Trident, and get my football team wrong
- 2 Italian police 'reveal' what Jesus looked like as a young boy
- 3 General Election 2015: 14-year-old boy asks Nick Clegg – 'can you kill Katie Hopkins?'
- 4 University student in court for allegedly covering housemates' food in window cleaner and spit
- 5 Ryan Gosling posts tribute to 'Ryan Gosling Won't Eat His Cereal' creator Ryan McHenry
Italian police 'reveal' what Jesus looked like as a young boy
Who should I vote for? The Independent quiz matches best political party for undecided voters ahead of the general election
Mysterious 'X-Files' sounds heard miles above the Earth
Garland shooting: Isis claims attack on Prophet Mohamed cartoon contest in Texas as its first action on US soil
Met Gala 2015: Beyoncé manages to out-skimp Rihanna, Miley and Kim Kardashian combined with near-naked ensemble
In defence of liberal democracy
Over 50,000 families shipped out of London boroughs in the past three years due to welfare cuts and soaring rents
EU asylum policy is 'a direct threat to our civilisation', says Nigel Farage
The Rothschild Libel: Why has it taken 200 years for an anti-Semitic slur that emerged from the Battle of Waterloo to be dismissed?
General Election 2015: UK will be 'run for the wealthy and powerful' if Tories retain power, Labour warns
General election live: SNP suspends two members for disrupting Labour rally
iJobs Money & Business
£20000 - £25000 per annum + Uncapped commission: SThree: Can you speak German,...
£25000 - £30000 per annum + benefits: Ashdown Group: An exciting opportunity f...
£215 per day: Ashdown Group: Junior Project Manager (website, web application ...
£40-50K: Guru Careers: We are seeking an experienced Software Engineer / Softw...