I am surprised at the narrowness of the data collection. When a prospective customer finds that the contact he has had with a bank up to completion or abandonment of signing up is complaint worthy this should be recorded.

The only thing that will improve customers' lots is swingeing fines on the banks easily imposed - therefore legislation - plus naming and shaming. For example, just like parking tickets, a bank can shell out "now" or drag out a payment but in their case face triple the standard fine. Their only reason for existence is to make money as quickly and easily as possible while kidding customers along the way that they care so hitting them where it hurts and where the board may come under fire is the only way.

It is rarely ever said in public but banks don't care about individual complaints - remember actions speak louder than words. In fact they expect X% of total business to result in complaints and like the sheep they are as long as they are around the industry level no problem - the problem arises if they go above X%.

Jalexa:

Are you surprised by the figures?

Not really though I note with intererest the realitively low % of general insurance cases found in the customer's favour in respect of insurance companies but the high % of general insurance cases found in the customer's favour in respect of the general insurance activities of bank's and other large financial organisations.

That's very significant and need further analysis.

That is to do with the miss-selling of PPI on the back of loans. The banks/lenders were found to be non-compliant and this is counted under general insurance. Whereas the other general insurance cases, for those that don't sell PPI, the % in customers favour will be lower, as it is for normal claims.

It would handy if the FOS referrals were split into more categories. The PPI claims should have had their own separate column.

Huckster

Do you think the ombudsman has gone far enough?

I think its a good start. The number of complaints would be better expressed as a ratio to the number of accounts but the ombudsman will not have that information.

As far as going far enough, in addition to the case fee paid by the organisation win or lose, there should be a punative penalty on the losing organisation, related to the organisation's turnover.

Are you surprised by the figures?

Not really though I note with intererest the realitively low % of general insurance cases found in the customer's favour in respect of insurance companies but the high % of general insurance cases found in the customer's favour in respect of the general insurance activities of bank's and other large financial organisations.

That's very significant and need further analysis.

Have you had a positive customer service experience you want to flag up?

You kidding?

The Financial Services Ombudsman has revealed which organisations are receiving the majority of complaints, highlighting that the top five high street banks generate more than half.