Good News:No blog post today as there’s a national holiday for Anzac Day.
Bad News: Things return to ‘normal’, tomorrow.
Filed under: 2026, A Bit Of Inspiration, Attitude & Aptitude, Australia, Bank Ads, Brand, Brand Suicide, Clients, Comment, Confidence, Context, Corporate Evil, Corporate Gaslighting, Customer Service, Finance, Loyalty, Management, Marketing, Marketing Fail, Perspective, Relationships, Reputation, Service, Standards
So, I have been a customer of ING Bank in Australia, for over 30 years.
THIRTY.
Given I have moved countries so often, I have had to update my country of residence many times – so when I received an email in December, asking me to ‘check my information’ for the banks legal requirements, I took it all in my stride.
Unsuprisingly, my information was – having updated it when we moved to NZ – was up to date and when I confirmed, I got a notification telling me all was good.
So imagine my surprise when in January, I received this …
I have no idea why my ‘document’ was not accepted, when [1] at the time it said it was and [2] it is the same one they have had on file for years – but I went to the website, as they requested, to provide another only to find this when I logged in.
ACCOUNT INACTIVE.
The bank, without letting me know in advance, had frozen my bank account.
Ice cold. Can’t access my money. Can’t spend my money.
What the actual fuck?!
To make matters even worse, they didn’t have any place where I could ‘update’ my information and so I found myself on hold for THREE HOURS.
Now, I appreciate there is anti-money laundering rules that need to be maintained but there’s 3 things I don’t understand.
Why did they freeze my account before asking me for other paperwork?
Why wasn’t my paperwork accepted given it has been fine for decades?
Why don’t they get their own shit in order before bullying their customers …
What do I mean by that last point?
2018 Dutch Settlement:
ING paid €775 million to settle charges with the Netherlands Public Prosecution Service for allowing clients to launder money for years, citing serious flaws in their counter-terrorism financing systems.
Systemic Failures:
Prosecutors identified instances where accounts were used for illicit activities, such as a lingerie trader laundering €150 million, which the bank’s systems should have flagged.
Regulatory Action:
The Dutch Central Bank oversaw corrective actions, and ING accepted responsibility, vowing to improve compliance.
Executive Liability:
While the large fine resolved the organizational charges, Dutch prosecutors later dropped criminal cases against former executives, including CEO Ralph Hamers, due to insufficient evidence for criminal liability, though they noted insufficient steps were taken.
2025:
ING faced new scrutiny in early 2025 over its role in a case involving former EU Commissioner Didier Reynders, with investigations into whether the bank failed to report suspicious activities related to him.
Other Jurisdictions:
ING Spain also received a fine in March 2025 for serious AML failings.
Yep, the bank that wants its customers to comply with money laundering rules has consistently failed to comply with money laundering rules … except where mine was a paperwork issue, theirs was an illegal activity issue.
Financial institutions consistently like to present themselves as ‘caring about their customers’, but the reality is the vast majority only care about themselves and their richest customers.
In that order.
Is it any surprise so many people are turning to things like bitcoin?
Sure, the risks are high but at least there’s a chance you could strike it rich whereas with so many financial institutions, they use fees, interest rates and access to keep so many exactly where they are.
Or worse.
Now I appreciate I am generalizing here.
I get many of the people who work in banks are decent people who are caught in the same situation as many out there. [And the person I dealt with at ING was very helpful and understanding … even when I took her through all of ING’s ‘mistakes]
But when people feel they are forever being spoken at, rather than listened to … there’s a point where people have as much interest in financial organizations as they offer their customers.
Which, according to a letter I received from ANZ Australia, is 0.01%.
The banking system operates on trust and confidence. What a shame those principals don’t extend to how banks see customers. Especially customers who have never done anything wrong for 3 bloody decades.
Well, ING lost one today.
Not because they wanted more paperwork from me but because they made a decision – that could have had a huge impact on me – without even discussing it with me. And if they can do that over a relatively minor issue, which – let’s not forget – their system had told me was ‘upto date’, then why would I ever believe I can trust my money is safe with them?
Filed under: A Bit Of Inspiration, Anniversary, Australia, China, Dad, Death, Family, Jill, Love, Mum, Mum & Dad, My Childhood, My Fatherhood, Otis
I think my Mum would be strangely happy that I almost forgot to write this post today.
And I did … only realizing last weekend today was the 11th anniversary of my Mum dying.
It’s not even the first time this has happened …
So how come I nearly forgot today – one of the worst days of my entire life – and why do I think Mum be happy about it?
Well, let’s do the practical reasons first …
I write this blog weeks in advance and so sometimes I don’t even think about the date they will appear, I just load them up to be automatically put out. That said, I’ve never nearly forgotten when it is Dad’s anniversary … however that’s a bit different to Mum’s in so much as he died in mid-January and so that tends to be one of the first posts I write every year, coming out the festive holiday season.
But that’s more of an assumptive rationale …
The fact is both my parents blessed me with an amazing childhood and upbringing. I’ve written so much about them over the years – from their endless encouragement to their demonstration of what love really means – and the loss of them was, without doubt, the hardest and biggest challenges I’ve ever had to face and deal with in my life.
But Dad died first – 16 years before Mum – and while I’d experienced the death of people close to me before, that was the one that was the most direct in terms of impact, importance and shock. It meant it took me years before I could think of Dad as the Dad I grew up with … rather than the person he became after his stroke robbed him of who he was and how he was.
But Dad’s passing opened up the ability for Mum and I to talk about death … and we did. A lot.
Not in an ‘impending doom’ kind-of-way … more in terms of the reality of what we’d faced and had to accept and learn.
It meant this was very much top of mind when Mum was going in for her operation. Maybe not spoken about openly, but definitely something that was in eachother’s minds. In fact, it was only after Mum had died – when the operation to extend her life, sadly failed due to a childhood issue that had gone undiagnosed – that I discovered just how much Mum had been thinking about it.
That she had written me ‘notes’ in case the worst happened – featuring information I’d need to make organizing her estate easier – is still one of the most powerful demonstrations of unconditional love I’ve ever seen. Though it still breaks my heart how she must have felt writing them – knowing that she was having to face her own mortality, on her own, while I was on the other side of the planet.
That said – as I wrote the morning she died – we’d found a lovely rhythm in the final few years.
We’d always had a wonderful relationship but there was a period where a few niggles had entered our interactions … nothing much, just a little tension caused by me wanting to take care of her and her wanting to fiercely protect her independence and have me look after myself and my future more. But we’d got past that by realizing both us were coming from a place of love … so we made allowances for each others needs, which meant she let me put money in her bank account every month and I didn’t mind that she never spent a penny of it. Haha.
And while the days leading up to her death will be forever burned in my mind, my memory of Mum has never been stuck in that period, like it was for Dad for all those years. I don’t know why but I’m grateful for it.
Maybe it’s because I became better equipped emotionally after Dad died?
Maybe it’s because Otis was born 3 months before Mum passed and so that period was consumed with happy thoughts throughout that time?
Or maybe it’s because I’d seen Mum a lot before she died – every month for 6 months or so – and so saw the impact of her heart condition on her health – meaning it was less of a surprise to me, even though I thought the operation was going to make things better?
Who knows … but while today will always be significant in my mind, it’s not the main thing that immediately comes to mind. Instead I think of the conversations we had when I came to visit … the pasta she would lovingly make for me … the look of happy surprise on her face when I turned up unannounced from Australia … the tennis she’d play with me on the patio in the back garden in summer when I was a small kid … the joy on her face when she learned she was going to be a Grandma … the stories she would tell me of the films or comedians or concerts she’d gone to see … the quiet contentment we felt when we were in the same room together, even if nothing was being said.
I think of those things WELL before anything to do with her dying.
I think of her grace, her kindness, her love, her curiosity, and her compassion.
I think of how much I wish she could see the grandson she never met, but adored.
I think of how she will never know I lived in America and back in England and now NZ.
I think of how she would react to Bonnie. [And the news of Rosie]
I think of how she would react to ‘healthy me’.
I think of how lucky I was – and am – to be able to call her my Mum.
And that’s why, I am sure Mum would be happy that I almost forgot to write this post …
Because it means her memory is alive and present in my life and that means she achieved what she hoped for most in her life.
That she was a good Mum.
And she was. And still is.
I miss you Mum. I hope you’re with Dad, holding hands.
I love you.
Filed under: Australia, Emotion, England, Family, Love, Loyalty, Mum & Dad, Music, My Childhood
Someone recently asked me what I was proud of.
Specifically, what I had done in my life, that had made me proud.
I took a long time thinking about it.
Not because I had to run through a cavalcade of possible answers, but because when I took away the things that made me proud by association rather than personal involvement – like family and friends – there wasn’t a lot left.
After what seemed about an hour, I said 3 things.
That I had got healthy.
That I had managed to have a career.
That I had stayed true to who I was in pretty much all I did and do.
Take away the fact I only got heathy in the last 2 years and maybe that’s not a lot to be proud of for almost 55 years of life. But then, how many things should there be? What are the sort of things that can even be considered?
If the question was, ‘who are YOU proud of’ … I’d be here all week, rattling away names of people directly in my life or in my consciousness. But when it’s about what am I proud of doing … there’s not much.
It made me wonder if this means I’m hard on myself, down on myself or just a bit thick?
I’m sure if I was to ask Jill or my parents, they’d highlight a bunch of things I should be considering. But I must admit, I quite like that there’s not much that springs to mind. Not because I’m a sadist, but hopefully because it means I’m a realist.
You see over the years, I’ve met countless people who told me – with full sincerity – that they ‘knew’ they were going to be rich/successful/famous. And when I’d ask why – or how – they’d just reply with, “I just know”.
I always looked at them with a sense of awe.
I found their confidence of conviction amazing.
Because while I loved the idea that maybe one day, I may be successful at something, I never for once thought it was preordained. Shit like that didn’t happen to kids from Nottingham – oh no. If I wanted to stand a chance of achieving anything – however small – it would need me to graft for it.
And yet I distinctly remember my parents once worrying I didn’t have a good work ethic.
To be fair, I did go through a phase where I liked to stay in my bed. A lot.
On the other hand, I was about 14 years old, so did it really matter?
Well to my parents it did and while they didn’t give me chores around the home, they did have expectations of how I would behave.
That I’d go after the things that were important to me.
That I’d work hard to learn and experience all I could.
That I’d give my all in all I explored.
That I’d chase fulfillment over easy contentment.
The older I get, the more I realise how brilliant they were in how they raised me … because while they placed these expectations on my behaviour, they did it without ever making me feel pressure to ‘achieve’. In fact they were perfectly fine if I failed … the main focus was that I never phoned it in.
To them, laziness was an act of disrespect.
Not just to those who were giving you the opportunity, but to yourself.
I get why that was the case … because they had to work for every little thing they got.
Like, proper work for it.
In every part and period of their life, they faced trials and tribulations … which explains why it was so important to them I went into the things that mattered 100%. And when they sensed I was doing that, they would back me 100% … even if they didn’t really like what I was doing.
It’s why Dad backed me to become a musician, even though he wished I’d become a lawyer. It’s why Mum encouraged me to still move to Australia, even though Dad just had a terrible stroke. It’s why they supported me when I told them I didn’t want to go to university, even though it had been a dream of theirs.
For them, graft was a demonstration of taking something seriously … so maybe that’s another thing I can feel proud of because I never took the opportunities Mum and Dad created or sacrificed for me, for granted. I loved them far too much for that.
Thanks Mum. Thanks Dad.
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Yes, it’s Friday.
And yes, it’s the first of May.
But neither of those things are as incredible as this …
You see, on Sunday, it will be 20 years since I started this blog.
TWENTY BLOODY YEARS!
That’s before the iPhone.
And Android.
And Facebook.
And the Kindle.
And the financial crisis.
And before Pluto lost its planet creds.
AND BEFORE WI-FI WAS PUBLICLY AVAILABLE … so a very long time ago.
I still remember why I started it …
It wasn’t for any attempt for notoriety or popularity, it was more to do with survival.
You see I’d got a job that – frankly – I was woefully under-qualified for, and because it demanded so much of my time and energy to make sure I didn’t completely fuck it up, I needed an outlet for all the ideas and thoughts that were going around my head that I just didn’t feel were right for what I needed to do at that time.
Not because I was sure I was going to use them later … more because I needed to feel I was still connected to the stuff I loved while also believing that if I didn’t find a way to get them out of my head, they’d maybe be no more space left for anything new to enter my head.
And so this blog was born.
Reading through the first few posts not only reveals the times we were living in, but also the headspace I was in.
Trying to balance making sense of stuff happening around me while also needing an outlet for stuff I was feeling or thinking … which, in many ways, set the tone for how this blog has been for over 2 decades.
Which George recently described as, “the blog version of TK Maxx”.
He’s not wrong … and in some ways, I really like that.
Sure, among the almost 5000 posts I’ve written, there’s a lot of [to keep the TK Maxx analogy going] cheap and nasty shit in there … but there’s also a few ‘designer label’ gems hidden amongst it all.
At least for me.
Stuff that made me think, challenge or question stuff in ways that I had not imagined or considered before.
Stuff that ended up impacting how I did things and how I still do things.
Stuff that forced me to articulate what I believe, not just what I feel.
Maybe those posts meant nothing to anyone but me. Hell, maybe no one even read them. But while every post I’ve written reflects something about who I was – or am – those ‘self-defined gems’ have a special place in my heart because they represent a moment where I felt I was growing and learning.
It’s why I always enjoyed the comment section, because for all the overwhelming piss-taking I received, the vast majority always ‘encouraged’ me to look deeper, wider or longer at issues I’d written about. And I loved that. I loved how the people who commented always kept me on my toes … which is why one of the unexpected pleasures of writing this blog for so long has been seeing how my opinion on certain subjects has changed or evolved over the years. It’s served as a great reminder about the importance of always exposing yourself to others perspectives, opinions, experiences and standards, even if the goal of it is simply to be really sure about what you think or believe.
In many ways, that’s the biggest surprise of 20 years writing this blog.
I never expected anyone to comment on anything I wrote, because I started it just for me.
A private place to express my thoughts and idiocy.
But then Andy discovered it and he sent an email to everyone at Cynic and some of our clients announcing it and then the mayhem started.
At that point, blogging had become a big thing. A good thing. A community of people who wanted to help and contribute to what others were doing. A lot of this was down to the great Russell Davies and his iconic blog … a place that not only brought people from all over the world together, but inspired others to start writing their own as well.
It was a place that not only exposed me to a lot of brilliant people I’d never have known about without his blog – people like Gareth Kay, Paul Colman, Northern Planner, Rob Mortimer, Marcus, John Dodds, Lauren, Age to name but a few – it also brought people to my blog who helped add to the texture, lessons and perspectives I was writing about.
I will forever be grateful to Russell for that … especially as most of the people he inadvertently introduced me to, not only still exist in my life but I have met them all IN THE FLESH.
Alas the blogging community, like most things in life, has moved on with maybe only Martin and I still churning stuff out via that platform. [Well, he curates, I churn] And while technologies advances allows strategists to be even more connected in even more ways, the energy of the community is not the same as it was back in the early days of blogging.
Now it feels more aggressive.
More sharp elbows and self publicizing.
Wanting the spotlight on them rather than the work they do.
But then, the industry seems to value those who talk about the work more than those who actually make it … which kind-of highlights why the industry is in the state it finds itself in but refuses to acknowledge.
Emperor’s New Clothes anyone?!
Screenshot
That this blog is 20 years old blows my mind. I never thought it would last that long, mainly because I never gave much thought about how long I’d be writing the thing. It’s not always been fun – when I was receiving a lot of anonymous hate that resulted in me deciding to stop allowing comments was definitely a low point – but all in all, the whole experience has been pretty glorious.
In many ways, this is one of the longest committed relationships I’ve ever had.
And one of the most successful, hahaha.
The fact there are some people who have been reading it for almost as long as I have been writing it, is madness.
Have they no taste?
Have they got nothing better to do?
Or maybe they’re stuck in prison and this is part of their ‘sentence’.
The good news for them is there’s no way this will still be a ‘going concern’ in another 20 years … at least not in terms of how regular I’ve been writing posts for the past 2 decades. Not because I am running out of things to say [albeit Andy said I have only ever written 3 posts and just keep re-writing them in different ways] but because I’ll be – hopefully – doing other things with my life.
Don’t get me wrong, I’ll always be grateful to advertising … it has given me a life I never could have dared to imagine … but I am increasingly spending more and more of my time working and collaborating with artists and I feel that’s where my future may be. Not because I don’t love what I do, but because I find their definition and expression of creativity even more interesting, challenging, open, provocative and progressive than where our industry is choosing to head.
But that’s not going to happen yet. Hell, it may not happen at all – I could get fired by all the artists tomorrow for all I know – which is why for the time being, I’ll keep happily juggling my two ‘lives’ while churning out daily blog posts at the same time.
Sorry, hahaha.
That said, the point of continuing this blog is different to what you may think and why I originally started it.
Because while it has helped me grow, learn, make new friends and even help build my professional reputation [which is hilarious when you read some of the stuff I’ve churned out, like this!] … it delivers something that is even more important to me.
Connection to my family.
I know … I know … that sounds weird-as-fuck, but what I mean is this:
A few years ago, Jill said that while she rarely ever reads my blog, when she does – she can hear my voice because of the way I write.
Put simply, how I write is how I talk … so when she reads my posts, it feels like I’m with her.
And she liked that.
Add to this that I’ve shared deeply personal and important moments in my life – from getting engaged to getting married, to Mum dying, to becoming a Dad, to getting Rosie – and Bonnie – to saying a tearful goodbye to Rosie, to moving from Singapore to HK to China to America to London to New Zealand [so far] … which means moving from cynic/WPP to Sunshine to Wieden+Kennedy to Deutsch to R/GA to Colenso [not to mention all the other highs and lows that have impacted or been introduced to my life over this period, be it death, covid, friends, family, health, books, chaos, and/or multitudes of weird, wild, crazy shit] … and this blog is no longer just a place where I rant rubbish, it’s a place my family can have me close even when I’m no longer here.
That means a lot to me.
Not because I want them to need me, but because I like knowing they can access me should they ever need me.
Or if Otis ever wants to introduce me to whoever becomes important in his life.
It’s why I’m going to keep writing it and why I’m going to move it to a free domain again, to make sure it always stay up … because what originally was a place just for me, has become a place that offers connection to the most important people to me.
And with that, I want to say a big thank you to everyone who has ever visited or commented.
Whether you meant it or not, you’ve given me far more than I ever imagined or hoped for.
Thank you. Love you. Grateful for you.