The logo of the ANZ Bank in Australia

My family banked with the ANZ bank for decades. When I was a very young child (maybe about five or so), my mother opened a trust account in my name, which was a common thing to do in those days. So I was a customer of the ANZ Bank since I was about five.

From my point of view, the ANZ was no better or worse than any other bank until the early 1990s. The decline began then. They made mistake after mistake, error after error. Now mistakes are a part of life, and all businesses are going to make them from time to time. And people know this. As a business, what's important is how you deal with the errors you will inevitably make. The ANZ did not deal with it well.