Time to get real on culture ! Restoring trust in the financial sector

To restore stakeholder confidence, financial institutions need to connect with their core purpose and embed a culture that values the needs of stakeholders. This publication provides practical guidance on how financial institutions can bring their core purpose to life and work both from the ‘inside out’ and the ‘outside in’ to rebuild trust.

Although this research was conducted in the Netherlands, these outcomes are relevant to organisations worldwide. In the research for this publication, we conducted a number of in-depth interviews with supervisory board members, senior managers and external regulators. Many of those interviewed recognised the ongoing struggle to restore customer and public trust, the difficulties of achieving this change and the need for strong leadership to build and sustain momentum.