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BoS fined £3.5m over mishandling complaints

The Financial Services Authority has fined Bank of Scotland £3.5m for mishandling complaints about retail investment products.


Nationwide has no clue how to treat its customers fairly

I believe in treating customers fairly, but unfortunately too many lenders don’t. As yet another example of this, I recently submitted a small remortgage case to Nationwide. Two years ago Abbey valued the property at £950,000 but since then prices have dropped and I put the valuation at £850,000. The property was then valued at […]

JEFF QUILTER, Director of strategy HML

Aim for a first-time resolution

Dealing with PPI complaints could prove to be an administrative nightmare for firms, especially smaller ones as they will need to find staff with customer service skills and knowledge of the financial industry. And of course the reputation of companies is on the line if they get it wrong

Mark Blackwell

Flexible technology will keep data safe

The old adage of fail to prepare, prepare to fail, has rarely rung more true than in recent weeks. Data security and the need to have a back-up and disaster recovery plan should be at the forefront of everyone’s minds. Loss of data and an ambiguous explanation as to how it happened can be devastating […]


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