We're 広大な／多数の／重要な on （民事の）告訴s say the banks

By Jo Thornhill
Updated: 22:42 BST, 19 September 2009

Big banks, already the 的 of 普及した public 怒り／怒る over everything from 過度の overdraft 告発（する），告訴（する）／料金s to fat cat 特別手当s, have 乱暴／暴力を加えるd 消費者 groups again - this time by 示唆するing that most 顧客s are happy with the way they 扱う （民事の）告訴s, にもかかわらず the 出版（物） of damning 人物／姿／数字s by the 財政上の Ombudsman Service.

によれば the 人物／姿／数字s 解放（する）d last week, covering the first six months of this year, all the major High Street banks - 含むing Abbey, Barclays, Lloyds TSB, HSBC and RBS NatWest - had a 大多数 of 顧客 （民事の）告訴s against them upheld by the 独立した・無所属 FOS.

On general 保険 （民事の）告訴s - two thirds of which 関係のある to the mis-selling of 議論の的になる 貸付金 支払い（額） 保護 保険 (PPI) - some providers had 99 per cent of （民事の）告訴s against them upheld. 専門家s say the 人物／姿／数字s 証明する that some 会・原則s are systematically 拒絶するing PPI （人命などを）奪う，主張するs irrespective of their 有効性，効力.

SLOW JUSTICE: Scott Anderson took months to 勝利，勝つ his 戦う／戦い for 補償（金）

The British 銀行業者s' 協会 says the 人物／姿／数字s show that 'most 顧客s are 満足させるd with their bank'. This comment 刺激するd an angry 返答 from 消費者 group Which?, which （刑事）被告 the banks of 'complacency' and 'a 無視（する） for 顧客s'.

政策 助言者 Dominic Lindley says: 'The 財政上の Services 当局 must 行為／法令／行動する 緊急に. Companies have learnt nothing since previous （民事の）告訴s-扱うing debacles and にもかかわらず swingeing 罰金s from the regulator. The number of PPI （人命などを）奪う，主張するs 拒絶するd routinely by banks is diabolical. 罰金s are not enough. 会社／堅いs must be made to review caseloads again - 含むing those that never reached the FOS because the 消費者 gave up in despair.'

The 指名するing and shaming by the FOS comes y ears after 財政上の Mail first raised 関心s about shoddy （民事の）告訴s 扱うing by major organisations, 特に with regard to the mis-selling of mortgage endowments and PPI.

Four years ago, 財政上の Mail （刑事）被告 Abbey and Halifax, now part of Lloyds TSB, over their dismal 扱うing of endowment （民事の）告訴s. 事例／患者s were routinely 拒絶するd, leaving 原告，告訴人s with no choice but to turn to the FOS. Within months of our 発覚s, Abbey was 罰金d £800,000 by the FSA for （人命などを）奪う，主張するs mishandling.

にもかかわらず 脅しs from the FSA to 会社／堅いs to sort out their （民事の）告訴s 扱うing, most have done little to clean up their 行為／法令／行動する. 財政上の Mail has 繰り返して 最高潮の場面d the shameful 一面に覆う／毛布 拒絶 of PPI （民事の）告訴s by a 範囲 of companies, 含むing 明言する／公表する-支援するd Lloyds TSB, RBS and Northern 激しく揺する 同様に as Barclays, Barclaysowned Firstplus and HSBC.

Scott Anderson, 51, a きれいにする 経営者／支配人 from Aberdeen, had his PPI mis-selling （人命などを）奪う，主張する against 安全な・保証するd 貸付金 specialist Firstplus upheld by the FOS in December, but 財政上の 司法（官） only （機の）カム after a fight of many months.

Scott took out a 貸付金 for home 改良s in 2003, but the salesman never told him the PPI cover was optional. The 保険, which cost more than £6,000, was automatically rolled up into the £30,000 貸付金. 'I only 設立する out last year that this cover was not compulsory-after マスコミ attention over PPI and its high cost,' he says.

'We had sold our house and paid off the 貸付金, but I decided it was 価値（がある） complaining about the sale and that we had been misled.

'We used a no-勝利，勝つ, no-料金 （人命などを）奪う，主張するs company, Brunel Franklin, to 追求する our 事例／患者 as we weren't 確信して about how to complain. Firstplus 最初 拒絶するd the 事例／患者, but 結局 the FOS 支配するd in our favour and we got the £6,000 in 賞与金s 支援する, although we had to 支払う／賃金 one ４半期/4分の1 of that in 料金s to Brunel Franklin.

'It makes me angry that 貸す人s can 扱う／治療する 顧客s in this way. If we hadn't 追求するd the 事例／患者 at the Ombudsman, we would have lost out on our rightful （人命などを）奪う，主張する.'

Last week's FOS 統計（学） show it is 支持するing 99 per cent of general 保険 （民事の）告訴s made against 黒人／ボイコット Horse (owned by Lloyds TSB), Egg, Firstplus and MBNA. It is also 支持するing 98 per cent of 事例／患者s against 資本／首都 One, Lloyds TSB and Northern 激しく揺する.

Lindley says: '消費者s should not 信用 their bank's 決定／判定勝ち（する） on a （民事の）告訴 because it is likely to be wrong. Always take your 事例／患者 to the FOS where you are 保証するd an 独立した・無所属 and fair judgment.' The FSA said last week it was continuing to work with the 産業 to 改善する （民事の）告訴s 扱うing and would take disciplinary 活動／戦闘 where necessary. It is 予定 すぐに to publish a 報告（する）／憶測 on PPI claimshandling.

Abbey told 財政上の Mail: 'The bank has seen the number of 事例／患者s referred to the FOS 減ずる for the past two years. We 認める we still need to do better and will continue to put 対策 in place to 改善する the （民事の）告訴s experience for our 顧客s.'

Two years ago Barclays was deluged with （民事の）告訴s from 顧客s experiencing long 延期するs in 開始 its popular Isa accounts. It has now put in place 献身的な teams to identify and 直す／買収する，八百長をする service problems. But it 主張するs （民事の）告訴 容積／容量s, 9,056 in the first half of this year, are low in relation to its 顧客 base of 22 million.

Lloyds TSB also says it is ' 満足させるd' that its （民事の）告訴s 容積／容量, 15,233 for the first six months of the year, is low, given it has 30 million 顧客s. It says: 'We are committed to listening to 顧客s and, when things go wrong, putting things 権利 as quickly as possible.'