The boards of directors I believe have customer representatives? And there are directors with responsibility for corporate governance and ethics?
In a situation where the customers are forgotten, disregarded these representatives must take some responsibility. They should be removed.
@SaySomething
Can we identify these directors and have a
petition to have them removed?
In reality of course it's the chief executive and chairman who drive policy. They are responsible.
Quote from Bank of Ireland code of conduct:
Customers
‘We treat customers fairly.’
Customers are at the heart of what we do.
We act with integrity in all our dealings with customers. We aim to maintain long-term relationships with customers. To do this, we take time to fully understand their needs and help them make informed choices. We make it clear what the risks are of choosing specific options and are open and honest about our prices, fees and charges.
• We design products that are easy to understand and simple to use, and charge for them in a fair and reasonable way.
• We consider the effect on customers at the earliest possible point in all our decision-making, and act accordingly.
• We communicate with customers in a clear, open and honest way so that they can understand what we mean in all our communications with them.
• We listen carefully to what customers say to make sure we give them products and services that best meet their needs.
• We always try to be easy to do business with in person, over the phone and online.
• We protect the confidentiality of customer information collected by us and make sure it is only used for the purpose we collected it for.
• We take responsibility for putting things right if we don’t meet a customer’s expectations first time, and promptly let customers know what we are doing in response to complaints they raise.