With reference to so many views on banking issues, I believe it depends on the man at the top.
If he has an unapproachable manner towards his clients' issues, then the whole policy rebounds through the bank and its branches.
Such an unsympathic approach can't solve problems. It is only to safeguard the bank's interests and individuals' gains. This is a short-sighted stance, a form of running away.
Face them head on and listen to the customer. Maybe, he has a point which might be useful to the bank's policy and make it more profitable.
Banking for self-interest is becoming questionable as more and more things are being revealed. Now is the time for banks to listen to their customers and solve their problems. They will then respect their banks.