9    Benchmarking quality in financial services through the EQA self-assessment model

I would rather see Finance less proud and industry more content

Sir Winston Churchill (1874–1965)

Adventure is the life of commerce, but caution, I had almost said timidity, is the life of banking

Walter Bagehot (1826–1877)

9.1 The current situation

The financial services sector is undergoing substantial changes at the present time, not only in Europe but in the USA as well. The recent rises in unemployment have led to increases in house possessions and arrears, thus forcing mortgage lenders to devote substantial resources to deal with this problem. In addition, because of the unemployment and uncertainty in job security situations, building societies are not ...

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