Banks get to grips with customer gripes

HIGH street banks reacted dismissively last week to the news that Barclays is to beef up its complaints handling procedure in an attempt to offer a better service to customers.

They claimed they already had a similar complaints service to that now operated by Barclays, and that they were also ahead when it came to preventing problems in the first place.

Barclays said it was redefining a complaint as being any situation where it has fallen short of customers' expectations, and it is retraining all its staff to deal with complaints.

It is also devising a new complaints form for customers to fill in. They will be given a copy as a record, with staff aiming to deal with the problem within 24 hours.

Chris Lendrum, Barclays' deputy managing director of banking services, said: 'Handled well with a sincere apology, our relationship with the customer can be strengthened.'

A Lloyds Bank spokesman said: 'We have had complaints forms since 1992. A member of staff then takes ownership of the problem and and a time scale is agreed with the customer to resolve the matter.' Lloyds also operates a freephone service hotline on 0800 147789.

National Westminster also operates a freephone system, on 0800 505050, for customers who want to ask about a service or make a complaint.

The bank has a monthly consultation programme, in which it asks 100,000 of its account-holders at random if they are happy with the service they receive.

Midland Bank said the bank operated a system whereby customers could take their complaints directly to Midland's head office. Its customer service department then takes up the issue directly with the local branch.