‘Bank staff are still mis-selling’, says Which?

Share this article
Have your say

mis-selling scandals have failed to stop banks pressurising staff into pushing products which may be unsuitable, Which? has claimed.

Two-thirds of bank staff with targets said they are being placed under more pressure than ever to hit them and almost half know colleagues who have mis-sold products to meet their goals, the consumer group found.

The research comes as banks battle to win back customer trust, and as complaints about the payment protection insurance mis-selling scandal continue to rise. The total bill predicted to reach about 
£15 billion across the industry.

Which? said its survey of branch and call centre staff at HSBC, RBS, Lloyds, Barclays and Santander indicated that many are still being driven towards putting “sales before service”.

The British Bankers’ Association said: “Selling people products they do not need is not putting the customer’s interests first and, therefore, is ultimately bad for the bank.

“The banks will be looking 
at the findings of this small survey – along with their own internal research – to understand why any staff might feel otherwise.”