RBS and NatWest fined £2.8m for poor complaints handling

The banks received more than 5,000 complaints combined in the first six months of last year, according to FOS data, mostly relating to 'banking and credit' and 'general insurance' matters. According to the FSA, there was an unacceptably high risk that customers may not have been treated fairly due to a number of failings within the banks' approach to routine complaint handling, including: delays in responding to customers; poor quality investigations into complaints, with complaint handlers failing to obtain and consider all the appropriate information when making their decision; ...