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Financial Services Authority could fine one more bank over complaints

Wed, 12 Jan 2011

The Financial Services Authority (FSA) could yet discipline another bank over poor complaints handling following its £2.8m fine of Royal Bank of Scotland and NatWest .

Earlier this week, the regulator announced that RBS and NatWest had been fined £2.8m over failures in the way the banks handled complaints, including a delay in responding to customers and advising them of their rights to complain to the Financial Ombudsman Service (FOS).

The fine comes after a thematic review carried out by the FSA of the complaints handling processes by UK retail banks and included the banking groups responsible for over 70 per cent of complaints reported to the FSA and over 60 per cent of those resolved by the FOS between July 2008 and June 2009. In April 2010, the FSA reported the review resulted in five banks undertaking "major changes" to their complaints handling procedures and revealed that two of the five had been referred to enforcement for further investigation.

The FSA has confirmed that RBS and NatWest are considered to be one bank in the context of the review, which suggests that one more bank could still be fined.
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