Customers 'can change banks' if they receive poor customer service

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Customers 'can change banks' if they receive poor customer service

Thu 29th Apr 2010

Consumers that receive sub-standard customer service from their banks should consider changing their provider if they do not make amends, it has been asserted.

David Black, banking specialist at Defaqto, suggested that people give their banks a chance first by contacting them and voicing their disapproval.

But if a financial institution still does not provide an efficient response then customers could consider going to the ombudsman or simply changing banks.

In his view, some of the most important aspects of complaint-handling are the efficiency and speed with which issues are dealt with.

Mr Black added: "Having someone who you can understand, who quickly grasps what you're after and who is able to provide the relevant solution in a kindly manner makes good customer service."

His comments follow a Which? survey, which found that smaller lenders and building societies placed higher than major banks and state-owned institutions in particular.

Bank of Scotland received the lowest score, while first direct topped the rankings for a third year in a row.

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