FSA investigates RBS and Lloyds over complaints handling - papers

clock

The FSA is investigating government-backed Lloyds Banking Group and RBS over poor complaints handling.

The regulator found evidence they were rewarding staff who put bonuses before the fair handling of customer disputes or whose senior managers took little interest in complaint resolution, the Financial Times reports. The FSA has demanded five banks make change to the way they deal with complaints, after a report, triggered by record volumes of complaints about payment protection insurance, found some banks were encouraging poor complaint handling by paying staff bonuses to keep redress down to set levels. Read more...

To continue reading this article...

Join Professional Adviser for free

  • Unlimited access to real-time news, industry insights and market intelligence
  • Stay ahead of the curve with spotlights on emerging trends and technologies
  • Receive breaking news stories straight to your inbox in the daily newsletters
  • Make smart business decisions with the latest developments in regulation, investing retirement and protection
  • Members-only access to the editor’s weekly Friday commentary
  • Be the first to hear about our events and awards programmes

Join

 

Already a Professional Adviser member?

Login

More on Economics / Markets

Gilt yields fall after Donald Trump backs down in 'tariff war'

Gilt yields fall after Donald Trump backs down in 'tariff war'

US president pauses most additional tariffs

Jonathan Stapleton
clock 10 April 2025 • 2 min read
Reeves defends yearly Budget to avoid 'constant chopping and changing'

Reeves defends yearly Budget to avoid 'constant chopping and changing'

Treasury Committee scrutinises chancellor on Spring Statement

Isabel Baxter
clock 02 April 2025 • 3 min read
Five key takeaways from the Spring Statement 2025

Five key takeaways from the Spring Statement 2025

OBR growth, ISA reforms and defence

Sorin Dojan
clock 27 March 2025 • 4 min read