RBS bot­tom of cus­tomer poll... again

The Herald - - NEWS -

Which? said it “may not be for ev­ery­one” as it does not have phys­i­cal branches.

Which? found fees and charges are still a “mys­tery” to many cus­tomers, with no provider in the sur­vey given a max­i­mum score.

The con­sumer group has a cam­paign called “stop sneaky fees and charges”, which urges fi­nan­cial firms to put an end to hid­den and hard-to-com­pare costs.

Vickie Sher­iff, Which? di­rec­tor of cam­paigns and com­mu­ni­ca­tions, said: “While there are pos­i­tive signs in some ar­eas, such as on­line and mo­bile bank­ing, banks have a long way to go in mak­ing their prices clear to stop peo­ple be­ing hit with un­ex­pected charges. If the banks aren’t do­ing enough to en­sure their penalty fees are fair, the reg­u­la­tor should step in.”

RBS has been dogged by tech­ni­cal glitches in re­cent years.

In Oc­to­ber, cus­tomers re­ported hav­ing their debit cards de­clined in shops and at ATMs. It came a fort­night af­ter An­drew Tyrie, chair­man of the Com­mons Trea­sury se­lect com­mit­tee, spoke out about bank IT sys­tem fail­ures and the im­pact they were hav­ing on cus­tomers.

On New Year’s Day last year debit card hold­ers re­ported hav­ing their cards de­clined at tills and their pins blocked. While in Septem­ber 2015, NatWest and RBS cus­tomers were hit by a tech­ni­cal prob­lem that meant some could not with­draw cash or use their card in branches. The pre­vi­ous year it was hit with a £56 mil­lion fine from the Bank of Eng­land and City watch­dog Fi­nan­cial Con­duct Au­thor­ity af­ter a com­puter fail­ure in 2012 saw as many as 6.5 mil­lion cus­tomers un­able to make pay­ments for as long as three weeks.

An RBS spokesman said: “We are com­mit­ted to serv­ing our cus­tomers and pro­vid­ing them with the best pos­si­ble ser­vice.

“Our award-win­ning mo­bile app is help­ing mil­lions of cus­tomers to bank on the move and is highly rated by our cus­tomers and by the Which? re­search.” A FOR­MER bank­rupt has won the lat­est stage of her le­gal bat­tle to re­cover more than £10,000 of PPI pay­ments from the Royal Bank of Scot­land.

Ali­son Don­nelly is su­ing the fi­nan­cial in­sti­tu­tion be­cause she says it re­fuses to hand back £10,815 com­pen­sa­tion for mis-sold pay­ment pro­tec­tion in­sur­ance.

A judg­ment is­sued at Ed­in­burgh’s Sher­iff Ap­peal Court tells how Mrs Don­nelly was dis­charged from bank­ruptcy in De­cem­ber 2013. At that time, she owed RBS more than £21,000 from loans ar­ranged with the bank be­tween 1997 and 2003. Mrs Don­nelly then claimed for £11,927 for PPI which she had taken out with the loans.

The bank only paid back £1,111 to Mrs Don­nelly and kept the rest back to set­tle some of the out­stand­ing amount for the loans which she had taken out in the late 1990s.

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