RBS and NatWest 'failing customers'
Royal Bank of Scotland (RBS) and NatWest have been accused of letting their customers down after the pair were handed fines for "multiple failings".
The Financial Services Authority (FSA) forced the two organisations to pay £2.8 million after it was found they failed to handle complaints from consumers effectively.
Peter Vicary-Smith, chief executive of Which? said RBS and NatWest had been rejecting grievances, inconveniencing people and delaying their claims.
"The fact that the banks in question are 83 per cent owned by the taxpayer makes these failings even harder for customers to swallow," he explained.
Mr Vicary-Smith highlighted that it is important financial institutions learn how to treat account holders if they are to gain back the public's trust.
According to the FSA, more than half of the complaint files it reviewed revealed poor handling, while 62 per cent failed to comply with timeliness and disclosure procedures set by the regulatory body.
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