RBS fined €3.4m over complaints handling
Published 11/01/2011 | 10:37
Royal Bank of Scotland has been fined £2.8m (€3.4m) for "multiple failings" in the way it handled customers' complaints, a UK watchdog said today.
The Financial Services Authority said the part-nationalised bank responded inadequately to more than half of all the complaints it reviewed.
It said there was a "high risk" that customers of both RBS and its NatWest brand may not have been treated fairly due to a catalogue of failings in the bank's approach to handling routine complaints.