Simon Read: When will the banks start listening to our fair complaints?
Saturday 02 October 2010
Another week, another astonishing list of complaints about our banks. On Thursday it was the Financial Service Authority's turn to release statistics demonstrating just how little banks care about customer service. The City watchdog reported that around 1.3 million complaints about poor service or the misselling of financial products were logged against the high street banks in just six months.
That means there were 7,143 complaints against banks every day in the first half of the year, the bulk of them being directed at the oversized Lloyds Banking Group, which alone accounted for more than half a million complaints. As a result the FSA is likely to fine two of Britain's biggest banks for failures in complaints handling.
It is also proposing to increase the the maximum compensation award to consumers to £150,000 from £100,000. I must admit I didn't know there was a maximum, but there clearly shouldn't be.
If we want banks to toe the line and offer decent services and products, we should be able to make them pay dearly when they cock up or deliberately treat people badly. I hate the compensation culture that is creeping into our society, but when we can prove that banks have done wrong, they should pay the price.
* Three cheers to Dorset builder Cameron Hope, who bricked up the door of his local Barclays bank last weekend at his frustration at the bank's continued refusal to lend money to ordinary people. "It's like to talking to a brick wall," he said. While many folk will have sympathy with Mr Hope's plight (he's been continually turned down for a loan) I was interested to learn that he had originally targeted NatWest but was thwarted by a heavy police presence in the area.
So he drove round until he found another bank branch to brick up, which just happened to be Barclays in Westbourne. "I've got nothing against Barclays," Mr Hope said. But, as his demonstration showed, all banks are equally worthy of our wrath. Lloyds may have had the most complaints so far this year, but that's only because now it has taken over HBOS, it is the biggest British bank.
Apart from laudable initiatives like bank accounts for prisoners, which we report opposite, all the banks are consistently failing us at the moment.
* Motor insurers were also rightly in the firing line this week after Which? Money named and shamed the firms which charge outrageous sums for making tiny changes to insurance policies. Some charge a ridiculous £50 or more simply for setting up a policy or for making a small adjustment, such as changing an address. If you need duplicate documents you could be charged up to £30, and even renewing a policy can cost you up to £55 with some insurers.Some charges are fair as requested change involve a costs. But the charge must be reasonable. If some firms only need to charge £10 for making an adjustment to a policy, or for cancelling it, then companies charging five times as much are profiteering.
Gordon Morris of Age UK Enterprises says: "It is frustrating that some companies are clearly using unfair charges as a way of making money because they're continuing to charge for initial administration fees, duplicating documents and simply changing the name on a policy.
"It is no wonder the industry suffers from little trust when companies continue to levy charges on unassuming customers."
Quite so. Hidden fees are simply a sneaky way to charge people more. And many firms that offer apparently cheap deals rely on the hidden charges to claw in much more money from suckers like us.
My advice is to avoid them, or to check the small print very closely before signing up, so you know just how much it really will cost you. According to Which?, companies to be wary of, because they have several hidden charges, are: I-Kube (aimed at young drivers), American Express, Auto Direct, Cover Direct and Donatesomeback.com.
- 1 JK Rowling horrified by Harry Potter actor Matthew Lewis's raunchy photoshoot
- 2 As a white man, I'm surprised more women aren't tweeting the hashtag #KillAllWhiteMen
- 3 Saudi Arabia 'seeking to head United Nations Human Rights Council'
- 4 Georgia Army veteran arrested for breaking window to save dog has charges dropped
- 5 New Zealand 'the best country to work as a prostitute', says sex worker advocacy group
Scotland may have to leave the EU even if it votes to stay in, David Cameron confirms
Report finds that Britain's wages are the most unequal in Europe
As a white man, I'm surprised more women aren't tweeting the hashtag #KillAllWhiteMen
Almost a third of school pupils believe 'Muslims are taking over our country', study claims
Labour leadership: Battle lines are drawn as members battle over party's ideology at first hustings of the contest
Gay marriage 'Bert and Ernie' cake bakery found guilty of discrimination in Northern Ireland
iJobs Money & Business
£45,000 - £55,000: Neil Pavier: Are you looking for your next opportunity for ...
£45,000 - £55,000: Sheridan Maine: Are you a newly qualified ACA/ACCA/ACMA qua...
£50,000 - £60,000: Laura Norton: Are you looking for an opportunity within a w...
£50,000 - £60,000: Laura Norton: Are you looking for an opportunity within a w...
Day In a Page
On the market for the first time in more than 50 years, this six-bedroom home is a project with vast potential - spread over three floors of living space.
This five-bedroom home comes with a range of outbuildings including a large barn which could be converted into a self-contained granny-flat or rental.
Surrounded by rolling countryside, this four-bedroom barn conversion comes with a self-contained, one-bedroom annexe that could serve as an office or a holiday let.
Located near Harrogate town centre, this five-bedroom Victorian terrace is arranged over three storeys while a current study serves as an optional sixth bedroom.
A ground-floor flat in a country house, located a mile from Sway; this two-bedroom home would make an ideal weekend retreat on the edge of the New Forest.
On a popular residential lane in Caterham on the Hill, this four-bedroom family home offers a secluded garden and a convenient location for local schools and public transport.
Just a short walk from Westerham green, this three-bedroom cottage has a light kitchen with exposed brickwork and double doors that lead to a south-facing garden.
In a prime spot opposite the River Thames, this one-bedroom flat has an 18sq ft reception room with glass doors that open out to a private terrace.
Set in the hills above Llanwrda Village, west Wales, this 18th-century three-bedroom farmhouse has holiday-let potential from a separate barn conversion and annexe.
This charming end-of-terrace townhouse is arranged over three floors, with two double bedrooms and a private courtyard garden located at the rear of the property.
This four-bedroom Edwardian home offers a combination of original features and contemporary design after a renovation by the current owners.
Located in the University area, this semi-detached five-bedroom home is arranged over three floors - there's even a rear garden and off-road parking too.
Only a few minutes' drive from the charming town of Marlow, this two-bedroom home sits on the private riverside estate of Harleyford.
This detached four-bedroom home in Middleyard is arranged over two floors, with features that include a wood-burning stove and bespoke oak staircase.
In a row of eight detached Georgian residences, this five-bedroom home offers views of The Sound, Mount Edgcumbe and Cornwall from its impressive veranda and full-length balcony.
If you love cooking for friends this two-bedroom flat - complete with views of the iconic Battersea Power Station and an open-plan kitchen/dining area - will go down a treat.
Located above Grasmere village, this five-bedroom home is arranged over three floors and offers countryside views across Grasmere Lake towards Silver Howe.
Surrounded by the Western fells, this five-bedroom Georgian home retains many original features including panel-plastered ceilings, sash windows and fireplaces.
This six-bedroom home is set amongst three acres of grounds. Currently a large family home, Clift Hill has potential to make a B&B, subject to change of use permissions.
A former period coach house, Glebe Farm Stable is now a three-bedroom cottage with a double car barn, office, kennels and an outbuilding that's currently used as a gym.
Set sail for this four-bedroom farmhouse in Cowes. With five acres of land and an indoor pool, this home oozes character. There is even potential to let a one-bedroom annexe.
Surrounded by woodland, this five-bedroom manor house has plenty of outdoor storage space in the form of three converted loose boxes, two smaller outhouses and a woodstore.
This four-bedroom detached home comes with a double carport, useful workshop, garden and two walkways that offer views of the adjacent countryside.
With space for an equestrian business, a greenhouse for growing your own veg, a wine store and a gym; this five-bedroom home has all the ingredients for a country retreat.
This four-bedroom home has exposed brick chimneys and a vaulted ceiling in a breakfast room that's ideal for summer entertaining - the doors open to the patio and garden.
The decked roof terrace of this two-bedroom flat is perfect for summer drinks while large windows and ample storage space make for a light and spacious interior.
Surrounded by approximately 15 acres of grounds, this six-bedroom grade II-listed home has been extensively refurbished yet retains many period features.
This four-bedroom home comes with a two-bedroom cottage and commercial office, with planning to extend, in a stunning courtyard setting.
In a pretty Norfolk village, this four-bedroom family home is surrounded by landscaped gardens, with even a self-contained annex for guests.
A few miles from the seaside at Perranporth, this four-bedroom farmhouse sits amongst nine acres of idyllic grounds - including a lake and two barns used as holiday lets.
This five-bedroom home is arranged over three floors of a converted Victorian hospital, offering spectacular views of the Pentland Hills - only three miles from the city centre.
This four-bedroom detached home comes with grounds that span to approximately 2.5 acres, as well as two large patio areas and a double garage.
This four-bedroom cottage is a Grade II-listed town house, well-located for the thriving market town of Nailsworth.
A four-bedroom apartment on the ground floor of a stunning period property in North Yorkshire, with two kitchens and a large south-west facing garden.
This high-spec two-bedroom home is part of a smart collection of new flats at Beaufort Park and has a large decked balcony that's perfect for summer drinks.
Capitalise on the fabulous views of Trevone Bay by taking two homes and creating one spacious boutique B&B. Just a cliff-top walk from Padstow.
Overlooking a golf course, this six-bedroom Edwardian detached home spans four storeys and retains many period features including the original, operational servants' bells...
On the edge of the city, this six-bedroom home comes with an outdoor swimming pool and a large garage block that has annexe potential.
In a Grade II-listed manor just outside of Bath, this three-bedroom home is arranged on two floors with a skylight in a vaulted roof line.
Open the living room's bi-fold wooden doors to reveal a retro-style kitchen, and a conservatory leading to a paved garden at this three-bedroom home.
A Grade II-listed, four-bedroom home, in a charming Somerset village, with a two-storey studio that could be converted into a holiday cottage
A modern four-bedroom Victorian home, within walking distance to the high street
A luxury apartment in the Gothic mansion of Wyfold Court in Kingwood, offers six bedrooms spread over three floors and a turret
This school conversion, near Stockwell Tube, oozes New York loft style. The one-bedroom flat features double height ceilings and exposed brick work
This six-bedroom Georgian home is on three floors with open fireplaces, a two-oven Aga, an annexe, and cottage gardens with outbuildings and a car barn
High Crest House covers an impressive 9384sq ft, with almost three acres of grounds including a tennis court and summer house enclosed by electric gates
A six-bedroom farmhouse with separate accommodation in converted stables. Situated in the village of Church Aston, within walking distance to the market town
A two-bedroom flat with under-heated walnut floors and bespoke built-in storage. The Tube and Clapham Common are a short stroll away
A refurbished seven-bedroom townhouse with staff quarters, cinema room, superb gym, steam room and plunge pool
A minimnalist four-bedroom home designed to the highest spec, featuring glass walls and a kitchen space lit by a glass roof