Mr. David Duffy:

I think the primary learning is around the issue of culture. If you run a bank, truly run a bank with a customer lens, it changes every behaviour and every process in the bank. If you are running the bank in service of a customer, it changes the disposition of the staff and I think, if you are looking outside and you see that you are in a bank entitled to nothing other than the service of a customer, and if you do well you're entitled to an existence, if you get that culture into the bank, then many of the mistakes we made will be avoided and that's the single biggest lesson. We need a culture in the bank that respects the fact that our job is the service of a customer.