Premier logo   Home  |  Contact Us  |  Site Map  |  Print page  to print
call centre banner

link
Call Centre Update News  

Banks told to stop ignoring complaints

Posted on May 05 2010
Call Centre Update News >>

 The Financial Services Authority (FSA) said that five unnamed high street banks must make “major changes” to the way they dealt with grievances. Two of these were being investigated and could face big fines.

 
Call centre and branch staff consistently ignored complaints or carried out poor investigations even when the bank was at fault, the report stated. It also found that incentive schemes encouraged staff to be more interested in selling products than settling complaints. In come cases staff were given targets to keep redress amounts as low as possible.
 
The five banks that were the subject of most complaints were Lloyds, Barclays, RBS, Abbey and HSBC, according to the Financial Ombudsman Service, although HSBC confirmed that it was not being investigated by the FSA. Last year three million customers complained to their bank and 127,471 escalated their complaints to the Ombudsman, which settles disputes.
Dan Waters, the FSA’s director of conduct risk, said: “It is vital that customers know that if something goes wrong their complaint will be dealt with in a reasonable way and that they will get a fair outcome.
 
“While we found some good practice, there is clearly evidence of unacceptable standards of complaints handling in banks. Delivering change in this area is a major priority and we are determined to use all the tools available to ensure that banks comply with our rules.”
 
The proportion of complaints upheld by the Ombudsman in favour of the customer rose to 59 per cent this year, compared with 50 per cent last year.
 
“Payment protection insurance is by far the biggest area of complaint, and we continue to uphold almost 90 per cent of these cases,” Emma Parker, of the Financial Ombudsman Service, said. “There is still evidence of poor complaint handling and room for significant improvement at some banks.”
 
Other common areas of complaint include the mis-selling of mortgage endowment policies and other with-profit investments, overdraft charges, credit card interest rates and a lack of payouts from travel insurance policies.
 
Vera Cottrell of Which?, the consumer magazine, said: “It is really worrying that at the heart of the banking industry lies a total lack of concern for what is fair for consumers. Most people are just dismissed by their bank and only the very persistent complainants will get anywhere.
 
“The FSA’s report shows that banks can’t be trusted to deal with complaints properly and that many more consumers should be taking advantage of the Financial Ombudsman Service. Only a tiny minority of people take their case to the Ombudsman, but many would be successful and gain the redress they deserve.”
 
Eric Leenders, of the British Bankers' Association, said: "The vast majority of customers carry out their day-to-day banking with no problems. However the industry was concerned that, on the rare occasions things go wrong, complaints were being handled inconsistently across the industry.
 
“The British Bankers' Association has already hosted the first of a series of seminars bringing together senior industry figures to discuss the issue and share best practice. Clearly more needs to be done.”
<< Archive
call centre contact

Are you looking for an 'Award Winning' Call Centre?

Premier Call Centre are able to take your calls efficiently and professionally helping your Business, or Organisation run as smoothly and cost effectively as possible. Call us today on 0871 875 7000 for a FREE no obligation quote.

UK Contact Centre

Our service standards are not only second to none, but we can also save you significant time as well as money. Our Call Centre can work out far cheaper for you to employ us to support your calls than employ your own team of staff. Call Premiercallcentre.co.uk today!

satisfaction gaurantee

Premier Call Centre News:

Indian call centre executive sends terror emails

 An Indian call centre manager decided to test the police in Mumbai by sending terror emails.

South Africa becoming contender for call centre business

South Africa, and especially Cape Town, is growing as an international hub for off shore service providers.  

Emergency call centre to move out of Oxfordshire

 The Fire Brigade Union have said they will fight to keep an emergency call centre in Oxfordshire.

Santander saves 300 call centre jobs

 The call centre, previously run by the Royal Bank of Scotland, is going to be taken over by Santander saving almost 300 jobs.

 

Call centre staff asked to work longer into the evenings and on Sundays

 Call centre staff working for Thomas Cook are in discussions with the management who want to extend their working hours into the evenings up to 10pm and on Sundays.

<< Archive

 

 

 

 

 

Terms and Conditions - Privacy - Advertisers - Call Centre Information - Contact Centre - Contact Us