New ANZ chief executive Nuno Matos has admonished employees in a series of town hall meetings held at the bank over the past month, saying he was receiving a high volume of complaints about service, and flagging a cultural overhaul as he stamps his authority over the major lender.

Two people briefed on Matos’ comments said he had spoken about a “permanent transformation” that would affect every employee as the former HSBC executive, who took the top job in May, reworked its leadership team.