Self-servicing customer service

Trust is the most important asset the industry has, so imagine the nightmare if it is lost or threatened.

There is regular comment that trust has been lost  a doomsday scenario that is easy to spout but how real is it? There is always the danger of confusing a lack of trust in high street banks and investment banks with a lack of trust in life and pensions, and savings and investments. As a nation we have never trusted our banks, which is probably a result of them trying to charge us every time we go one penny over our overdraft limits. It is not the charge as such that annoys us, it is the fact basic good customer service does not come into play here. If you go into your local news...