In 2011 Wells Fargo bank was thrown into the centre of a scandal that resulted in it being fined $185 million for creating over 2 million fraudulent accounts without customers’ knowledge. Driven by aggressive sales targets, the bank saw a 43% drop in new account openings and a 55% drop in credit card applications. Over 5000 employees were fired.

In today’s episode of ‘What Just Happened?’, hosts Kate Hartley and Tamara Littleton are joined by corporate culture expert Jane Fordham to discuss how Wells Fargo responded and the wider issues around a culture that drove fraud on such a large scale.

The crisis underscored the importance of fostering a culture that encourages ethical behaviour and supports whistleblowers, and the discussion highlights how companies must prioritise psychological safety, transparency, and consistent values from leadership to avoid similar crises. Effective cultural change requires clarity, communication, and a commitment from top to bottom to uphold ethical standards, ensuring that employees feel safe to report concerns without fear of retribution.

A full transcript of today’s show is available to read here.