Match banks’ world-class profits by world-class service

Previewing the announcement of the banks’ profits over the coming weeks, National Consumer Council Chief Executive, Ed Mayo, said,

‘It’s high time that the banks’ world class profits came with world-class customer service. We want banks with a heart, particularly for customers who are most dependent on them, such as elderly people, those with disabilities and people on a low income. We know that many of these people using basic bank accounts feel intimidated and unwanted.

‘While some banks, such as Barclays, have taken significant steps to make their basic bank accounts work well, by working with consumer groups to improve account features and staff training, others fail to make sure their accounts meet the needs of people’s everyday lives.’

In November 2006, NCC’s blueprint for basic bank accounts recommended these key changes:

easy and hassle-free account opening, with help from a new local basic bank account specialist to ensure compliance with access rules;
a standard set of account features for all basic accounts – including unrestricted branch counter access, extra paying-in options and a buffer zone to avoid unpaid bills and penalty charges.
innovations to improve accounts – including face-to-face customer inductions, weekly text alerts, and ways to reduce the risk and impact of default charges.