Consumer group Which? found that about one-fifth of all complaints to banks have not yet been properly cleared up to customers satisfaction.
The survey took a look at 2,000 people and discovered that about 26% of them had problems with banking over the last year and 66% choose to complain about their problems. Out of those that issued a complaint, 22% stated they were still not happy with the final result. According to Which? banks need to more to make sure that their customers are happy.
The BBA (British Bankers’ Association) stated that moves have already been put in place to improve the way that complaints were handled. One of the chief complaints that the banks heard repeatedly was about poor customer service.
Rochester resident Kevin Silverwood stated to the BBC that he was confused when he went to Halifax to get advice. He had wanted to set up two new accounts for each of his children and over the phone he was told one thing but then when he got to the branch he was told something else and he did not get the type of accounts that he had planned on.
Executive director of Which? Richard Lloyd explained that the banks have their work cut out in front of them because over the last few years the banking industry has heard many complaints and suffered greatly. Therefore, in order to win back the trust of customers they are going to have to learn how to deal with complaints better.
He added that when something goes wrong a bank needs to act correctly and in a very fair fashion to deal with the critical issue and identify what caused it to happen in the first place so that the problem does not reoccur.