She had to go. You simply cannot have the CEO of a bank unable to understand that if a journalist sat next to you at dinner asks you about a live story involving confidential details about a customer of the bank, the only possible response is “I can’t talk to you about that. Mmm, isn’t the soufflé delicious.” Especially not when in a few days time you will be presenting the bank’s results and therefore are currently in possession of price sensitive market information. If you can’t keep quiet about the former, how can you be trusted with the latter. NatWest will now look for a new CEO. The interim one will need to ensure many things but among them are: (1) sharpening up its public communications strategy; (2) remedial English classes for whoever wrote that shocker of an apology letter; and (3) making sure staff understand that it is not enough to get decisions done for the right reasons. They must also be accurately recorded and in a way that won’t cause problems if made public.
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