Misseling banks .... How about unfair customers?

Mishomeister

thatsean wrote: »

I'm aware of that, I meant a more specific process that forces the customer to acknowledge what they are buying - for example, if you upgrade to a packaged account with Santander they cover off a compliance piece with you - whilst im sure this is driven from an FSA point of view - good luck to a customer claiming that they didn't know what they were buying.

That process is in place there, however the customers claim they didn't read it propertly etc and for bank is cheaper just to refund the money, rather them going to Ombudsmanm which would of course reject the complaint but it will cost the bank more with an Ombudsman investigating it, regardless of what it would decide the bank will stil have to pay the Ombudsman more, then if they just refund it and that it. So it is a lose - lose situation for the bank anyway

jonesMUFCforever

Personally I would like to see the Ombudsman charge customers for taking a complaint to them which would be refunded in full if they won - this would soon stop the timewasters clogging up the system.

This would speed up the system for genuine complaints.

IrishGypsy

thatsean wrote: »

I'm aware of that, I meant a more specific process that forces the customer to acknowledge what they are buying - for example, if you upgrade to a packaged account with Santander they cover off a compliance piece with you - whilst im sure this is driven from an FSA point of view - good luck to a customer claiming that they didn't know what they were buying.

If you wish to open/upgrade an existing Santander bank account to the Reward account in branch, the customer MUST read, repeatedly tick and sign the 6-page document, and they'll also be told it's a non-advised level of service (something I personally STRESS repeatedly so they get the point! ).

Without being there during the OP's meeting, it sounds like a classic case of 'selective hearing' on the customers part. I tell my customers EVERYTHING they NEED to know (whether they want to know it or not), and if anyone complains there's then a very slim chance it's my error (but I am only human after all).

DrSyn

Meshomiester
You seem to paint yourself as as whiter that white,honest and the elderly couple as sceaming and dishonest.

So please answer the following simple questions:

1. Did you tell this couple, the comission you would get form this sale? If not, why not?

2. How much money did you get for this sale?

3. Did you tell the couple that you could only tell them about what your bank had available. That while they would be be better off by £250, offers from other banks might leave them better or worse off than this £250.

4. Did your bank give you direct verbal or written instructions?

(a) Inform the customer ,you can only tell them about what offers the bank has.

(b) you must not to tell customers "offers from other banks may be better or worse than ours".

5. Which bank was this?

jonesMUFCforever

DrSyn wrote: »

Meshomiester
You seem to paint yourself as as whiter that white,honest and the elderly couple as sceaming and dishonest.

So please answer the following simple questions:

1. Did you tell this couple, the comission you would get form this sale? If not, why not?

2. How much money did you get for this sale?

3. Did you tell the couple that you could only tell them about what your bank had available. That while they would be be better off by £250, offers from other banks might leave them better or worse off than this £250.

4. Did your bank give you direct verbal or written instructions?

(a) Inform the customer ,you can only tell them about what offers the bank has.

(b) you must not to tell customers "offers from other banks may be better or worse than ours".

5. Which bank was this?

Nobody does this; do you do it in your work?
If I shop at Tesco they never tell me at the tills that it's cheaper at Morrisons etc

pmduk

jonesMUFCforever wrote: »

Personally I would like to see the Ombudsman charge customers for taking a complaint to them which would be refunded in full if they won - this would soon stop the timewasters clogging up the system.

This would speed up the system for genuine complaints.

When did customers become responsible for the problems caused by "professional" bank employees? Frankly, if a bank hasn't solved a problem by the time the ombudsman receives it, and the bank then gets ruled in the wrong then the bank should be hit hard, where it hurts. Perhaps repeat offenders should be subsidising the system to a greater affair?

pmduk

Referring to the original post, perhaps bank staff ought to be made to record their advice in writing, preferably with a note of any bonuses/commission that they have received for giving that advice?

Mishomeister

pmduk wrote: »

Referring to the original post, perhaps bank staff ought to be made to record their advice in writing, preferably with a note of any bonuses/commission that they have received for giving that advice?

I that case all the companies shoul be telling that, not only the banks, but also IF YOU BUY a TV from Curries, the Curries should then tell how much proffit they would make of it and how much will they make of seling the TV insurance.
Also the advise where the advisor will get the most of the comission might still be the best for the client, however the fact that the advisor will get the most of the comission of that product might make a client wrongly believe that it is not the best option for him, so will go for a worse product.

Also in the banks, clerks and advisor are awarded not the money for sale, but point and if you do not achieve your target, you will get nothing of your points.

Azrael_1701

Mishomeister wrote: »

Also in the banks, clerks and advisor are awarded not the money for sale, but point and if you do not achieve your target, you will get nothing of your points.

Some do get money actually.....

chambta

DrSyn wrote: »

Meshomiester
You seem to paint yourself as as whiter that white,honest and the elderly couple as sceaming and dishonest.

So please answer the following simple questions:

1. Did you tell this couple, the comission you would get form this sale? If not, why not?

2. How much money did you get for this sale?

3. Did you tell the couple that you could only tell them about what your bank had available. That while they would be be better off by £250, offers from other banks might leave them better or worse off than this £250.

4. Did your bank give you direct verbal or written instructions?

(a) Inform the customer ,you can only tell them about what offers the bank has.

(b) you must not to tell customers "offers from other banks may be better or worse than ours".

5. Which bank was this?

Your first three questions are crazy, frankly. To my knowledge no bank has any sort of incentive scheme that works on the 'commission' basis you seem to suggest. Most retail banks have schemes that target sellers to achieve certain 'points' over a set period of time. In some banks in will be purely individual, in others an element of the branch performance will be part of it. Also 'service', ie satisfaction scores/mystery shops will be taken into consideration amongst other factors.

My own bonus structure has been changed adversely from my own point of view several times in the last 2-3 years.

You'd be suprised how many people allege mis-selling of PPI when they never had any too.