Consumer Panel: FSA should turn 'mystery shopper' on banks

Its comments come as the FSA publishes a Know Your Rights booklet for bank and building society customers, clarifying the service standards they should expect. Areas covered by the booklet include: opening accounts, moving accounts and solving problems. FSA director Chris Pond says: "The booklet tells customers what they need to know, what standards they are entitled to, and will be updated to keep them aware of any new issues affecting their rights." However, while he welcomes the new publication, Adam Phillips, chair of the FSCP, insists more action is needed to ensure consumers ...