MSE News: Banks face action over poor complaints handling

Former_MSE_Guy

This is the discussion thread for the following MSE News Story:

"Two banks may face enforcement action over the poor way they handled customer complaints, the City watchdog has warned said ..."

Read the full stories on this topic:

Consumers urged to act after banks slammed over complaints

and

Banks face action over poor complaints handling

Lokolo

Two of the banks are also being referred to the FSA's enforcement division for further investigation, although the FSA declined to name who these were.

Well thats boring.

housesitter

Reading the article I can see the tactics that the complaint my bank is supposedly looking at are true to form.
Delaying actually doing anything about it with their two step process (just stock letter saying they are looking in to it sent repeatedly with no updates) in the hope I will get bored and stop complaining.
Unfortunately for them I wont be giving up till it's gone as far as possible, FOS, FSA, whomever.

Natwest FYI.

davidgmmafan

A regulator doing its job I nearly fell off my chair. I'm sure it has nothing to do with Tory plans to get rid of the FSA.

"using standard paragraphs that were either completely irrelevant to the situation, or not tailored to reflect the individual's circumstances."

For once they hit the nail right on the head, this is all too familiar and it REALLY irritating. It happens in all areas not just charges.

Old_Wrinkly

From the FSA review (available here) :

Definition of a complaint
Our requirements
3.21 The Handbook definition of a complaint includes ‘any oral or written
expression of dissatisfaction, whether justified or not … about the provision of, or failure to provide, a financial service’ where the complainant ‘has suffered (or may suffer) financial loss, material distress or material inconvenience’.
3.22 Firms’ complaint-handling procedures should allow complaints to be made by any reasonable means. Firms should not attempt to limit the way customers can complain, for example, by requiring customers to make their complaint in writing (when other options are available).
Our findings
3.23 We did not identify any significant issues with the definition of a complaint used by banks. Although one bank had considered revising and narrowing its complaint definition, it decided against this proposal following discussions with us.
~~~~~~~~~~~~~~~~
(My highlighting)


How many times have customers' oral complaints been essentially ignored?
Very recently, I complained about something orally to a bank (I was at the branch counter after all ) and after getting nowhere, and asking for the matter to be passed higher up the chain, I was told to put my complaint in writing.
Sound familiar?

Lillyme

I failed to get bank charges refunded,I used the FSA. Now out of work,sadly lost my job in January so on JSA. I still have an overdraft for which I pay £30 + per month charge - I contacted my bank and asked if while I am unemployed they could reduce charge. They suggested I had JSA paid into another account and they would close the account with overdraft . This would mean losing my debit card - but and only paying in to clear overdraft I think

They also sent info re Debt Counselling etc........ there is no way I can clear the overdraft while on JSA so have no choice but to close the account

Old_Wrinkly

Lokolo wrote: »

Well thats boring.

LBG & RBS, according to the FT.
http://www.ft.com/cms/s/0/70e4d2c2-52f5-11df-813e-00144feab49a.html