All over Europe the lockdown shutters are coming down again, commercial life is being suspended again, companies and livelihoods threatened again. But Lockdown 2.0 feels rather different from last spring, and not necessarily in a good way.
Our piece two months ago on poor service in the Financial Services industry received a large number of replies. Many of them were from individual readers, usually in complete agreement and often detailing similar experiences of doing business with the banking system. But some were from people in the financial industry itself. And they shed some light on one possible reason why the industry is so resistant to change.
