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We deviate from our regular HSBC posts to show our readers how UK banks avoid refunding customers’ unfair bank charges. Even though UK regulators said refunds should be issued, customers demanding such refunds are met with stonewalling and refusals. High Street giant Lloyds TSB, which has been accused of overcharging customers £300 million a year, has issued staff with guidelines on how to deal with complaints. The “problem” started when somebody with a conscience leaked the secret manual to the press.
The training booklet is the first concrete written evidence of the banks’ seeming determination to cheat their clients out of reclaiming the fees. In a 16-page training pack it instructs workers to:
Reject first-time claims, even if they are legitimate.
Offer a maximum payout of £750.
Only offer immediate settlements to those who are “very ill” – or dying.
Not refund or waive interest.
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This article, Secret bank manual shows customer service horrors, is just one of our articles from our Bank Horror Stories, HSBC Secrets Part 3
Bank Horror Stories monitors banking problems and customer complaints and has done so since 1999. Writers hold no stock positions. Some material is used under the fair use copyright act.
We use Thomson Reuters News Service Calais in all production material but are not associated with Thomson Reuters, banks, or financial institutions in any way.
