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Bank reclaim: Banks 'letting customers down'

Consumers currently seeking out a bank reclaim may be among those who feel let down by the way their complaint was handled.

Research by Consumer Focus reveals that three quarters of people make a complaint against their bank if they have a grievance, but that less than half of those who do complain are satisfied with the response.

Oliver Morgans, financial services expert at Consumer Focus, said: "Customers are willing and able to fight their corner and take the first step of complaining. The problem is they then seem to become disheartened by the banks' poor service and complaints systems.

"These findings should be a wake-up call for banks who must do more to improve their complaint handling practices."

Mr Morgans added that decent customer service is a necessary part of a successful company, but that banks are falling short.

Findings reveal that the banking industry received over 1.25 million complaints in the first half of 2010.

Jennifer Haines

Jennifer's speciality knowledge is credit card changes and balance transfers.

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