Finance committee  Thank you for the question. Trust is the cornerstone of what we do in banking, as you know, and it's why we enjoy a very special relationship with our customers. It is entirely based on trust. To respond to the question, we are going through a very comprehensive review with FCA

Finance committee  Thank you, Mr. Chair. I will just reinforce the strong risk culture. We have a detailed process for monitoring around behaviours tracking. Then we have an investigative and security services group that would do a deeper, detailed review. The number is an extremely small one rela

Finance committee  The same would apply for us as well. It would be for all roles in our branch system.

Finance committee  Certainly building on what you've heard, we have put out a number of leadership messages to reinforce what we talked about this evening. We have also worked extensively with our U.S. business, BMO Harris, and pulled the best practices and lessons that have come out of the U.S. In

Finance committee  In the case of BMO, to reinforce the balanced approach to the objectives, certainly we have objectives around customer experience measurements, around risk, around the behaviours, and around performance. Just to build on this idea from a CSR perspective, to answer your question

Finance committee  Thank you, Mr. Chair. I want to be clear that we are not in any way trying to be dismissive of what we've heard. These are very large businesses. In fact, we do over 200 million interactions every single year, and while I want us to get it right every single time, we don't. What

Finance committee  It's very important to have the context as to what we're trying to do in branches. What we are trying to do in our branches—and I believe we're doing this well—is deepen the relationships by guiding our customers. I want to be very clear that we would never suggest selling produ

Finance committee  Monsieur Dusseault, we do have goals, and the goals are very much balanced. To go back to my vision about being the bank to define great customer experience, a strong focus for us is tied to the actual satisfaction of our customers. We're trying to earn their loyalty over a long

Finance committee  Mr. Dusseault, I'd reinforce the vision and the approach we take in our company, and I know that is validated by a very strong engagement of our teams, who do believe that we are strongly focused on doing what's right for our customers. The behaviours you're describing would not

Finance committee  Good afternoon, Mr. Chairman. My name is Andrew Auerbach. I'm responsible for distribution in our personal and commercial business in Canada, so that would be the 940 branches in Canada as well as our commercial bank, and the 12,000 employees on our teams. I'm pleased to join my