Simon shows how to phone up any bank and ask them for their terms and conditions as applied to say, a mortgage. In the process, he exposes just how much training, or lack of, that the frontline staff are given, when it comes to answering pertinent questions about their products. Now these people are quite blameless, they don't know as much (if anything) about the scams that are being perpetrated by the banking system but their superiors DO. The staff on the phones have to put up with all kinds of crap from the customers (and maybe justifiably so) and have been put into positions where they are effectively committing fraud by proxy for the Top Dogs of their banks who do know that the customers are being ripped off.
Simon reminds them that is is their duty (morally, if nothing else) that if they were to come across fraud in the system, it is their duty to investigate it and if proven, turn in those responsible for the fraud which is being perpetrated on the customers, and the staff themselves by extension.
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