Statement regarding the FSA bank complaint handling report

[Legal Beagles]

The vast majority of customers carry out their day to day banking with no problems.

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[natweststaffmember]

Re: Statement regarding the FSA bank complaint handling report

Eric Leenders, Executive Director of Retail Banking at the BBA 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. We have also agreed, with the Financial Ombudsman, that one of the best ways to push up standards is for information to be readily available to customers. This is why both FOS and the banks have started to publish detailed complaint information. We accept no one wants to complain and every complaint represents a break in communication somewhere along the line. Clearly more needs to be done - that is why the BBA is working with the industry to bring all banks up to the standards of the best."