The BBA is the voice of the banking industry for all banks who operate within the uk
Complaints data finds most customers content with bank
15/09/2009
New figures out today reveal that most customers are satisfied with their bank. This is based on the number of complaints handled by the Financial Ombudsman Service. The figures also show that, when on the small number of times things go wrong, banks are committed to putting them right as quickly and efficiently as possible.
Most complaints were sorted out between bank and customer within 48 hours and did not need to be referred to the Ombudsman. There is less than one upheld complaint for every 10,000 products you can get from your bank.
BBA executive director, Eric Leenders said:
"Millions of transactions for millions of customers go through the banking system every day and, while it is inevitable that occasionally things go wrong, banks are not complacent and are continually working to improve service and efficiency. No one wants to receive complaints but banks will always move speedily to solve any problems their customers have. These numbers published by the ombudsman show that most customers have no problems with their bank."
Banking Group |
Complaints Upheld by FOS in Customers Favour, per 100,000 products |
Barclays Bank |
6.6 |
Co-operative Financial Services |
3.7 |
HSBC |
2.5 |
Lloyds Banking Group |
6.8 |
National Australia Bank |
4.9 |
Royal Bank of Scotland Group |
4.4 |
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