CBA boss Ian Narev says his worst moments were facing victims of financial advice scandal | afr.com

“Sitting as the chief executive of an institution opposite a customer who the institution has let down, and even if the institution let down the customer seven, eight, nine, 10 years ago, I’m there representing that institution,” he said.

“Hearing what it was like to deal with the institution through the eyes of that customer are undoubtedly the worst moments, and that has happened particularly in the context of the advice issues but also more broadly – unfortunately there are times we’re not doing the right things by customers.

via CBA boss Ian Narev says his worst moments were facing victims of financial advice scandal | afr.com.