Tweet
o Complaints about financial difficulties arising from bank charges
Following the conclusion of the unauthorised overdraft charges
test case the complaint handling waiver was withdrawn and we
are aware that the FSA is working with firms on the processes to
clear reserved complaints.
Despite the Supreme Court
judgement, we would remind firms that wherever a customer
contacts their lender expressing concern about financial
difficulties, they should be treated as required by Section 9 of the
Code, irrespective of the way that these difficulties have arisen.
We have seen media reports that some consumers are not being
treated sympathetically and positively when they contact their
lender to say that bank charges are creating or exacerbating their
financial difficulties. We are doing some research in this area and
if we feel that there is a potential issue of systemic concern, we
will undertake a more detailed investigation. In the mean time,
Compliance Officers should remind business line colleagues of the
need to investigate and respond to complaints appropriately.
http://www.lendingstandardsboard.org...lletin_no1.pdf
Following the conclusion of the unauthorised overdraft charges
test case the complaint handling waiver was withdrawn and we
are aware that the FSA is working with firms on the processes to
clear reserved complaints.
Despite the Supreme Court
judgement, we would remind firms that wherever a customer
contacts their lender expressing concern about financial
difficulties, they should be treated as required by Section 9 of the
Code, irrespective of the way that these difficulties have arisen.
We have seen media reports that some consumers are not being
treated sympathetically and positively when they contact their
lender to say that bank charges are creating or exacerbating their
financial difficulties. We are doing some research in this area and
if we feel that there is a potential issue of systemic concern, we
will undertake a more detailed investigation. In the mean time,
Compliance Officers should remind business line colleagues of the
need to investigate and respond to complaints appropriately.
http://www.lendingstandardsboard.org...lletin_no1.pdf
