The Financial intermediation process offers efficiency, rewards and optimal returns but also poses risks to the customers and hence the active regulatory initiatives on customer protection have gained traction and salience. Let us remember the Mahatma who enunciated that “A customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him.
He is not an interruption of our work. He is the purpose of it. He is not an outsider of our business. He is part of it. We are not doing him a favour by serving him. He is doing us a favour by giving us the opportunity to do so.” Greater and repeated reminders of this adage are needed.