Report: Bank staff still under pressure to sell

7 December 2012

Staff at major British banks are still under pressure to sell products at all costs even after the payment protection insurance scandal.

That is according to new research by Which? published today (7 December), which has found that frontline employees at the country's five biggest financiers feel compelled to get consumers to sign up for deals regardless of their security.

For instance, 66 per cent of branch and call centre staff at HSBC, Royal Bank of Scotland, Lloyds Banking Group, Barclays and Santander feel under more pressure then ever to meet their strict sales targets.

Nearly half (46 per cent) admitted they know colleagues who have deliberately mis-sold products, while 40 per cent said they are sometimes expected to sell products even when they are not suitable for the customer.

Peter Vicary-Smith, chief executive of Which?, said these findings prove "the need for big change across the industry and for bankers to put customers first, not sales".

By Asim Shah

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