UK - The cynical methods used by one of Britain's biggest banks to avoid refunding customers' unfair bank charges are exposed today.
High Street giant Lloyds TSB, which has been accused of overcharging customers £300 million a year, has issued staff with guidelines on how to deal with complaints. In a 16-page training pack it instructs workers to: Reject first-time claims, even if they are legitimate.
• Offer a maximum payout of £750.
• Only offer immediate settlements to those who are "very ill" – or dying.
• Not refund or waive interest. Full Story MagazineLane.com
High Street giant Lloyds TSB, which has been accused of overcharging customers £300 million a year, has issued staff with guidelines on how to deal with complaints. In a 16-page training pack it instructs workers to: Reject first-time claims, even if they are legitimate.
• Offer a maximum payout of £750.
• Only offer immediate settlements to those who are "very ill" – or dying.
• Not refund or waive interest. Full Story MagazineLane.com
