While specific grievances relating to deficiency in financial services can be a matter for consumer courts or the concerned ombudsman, from a systemic point of view, it is recognised that services have to be benchmarked against codes and standards developed by all stakeholders and as a matter of public policy.
But it would still be a mistake to think the future is all digital, and nothing else. Future-proofing a bank is as much about a sound business model and the ability to adapt to a changing environment, as it is about utilising the best technologies available.