Banking giant hit in the profits: Better customer service to follow
July 29th, 2011
The banking giant Santander has set aside 620m euros (£548m) to cover the costs of mis-selling payment protection insurance (PPI) in the UK. The Spanish bank is the latest to outline the one-off amount to cover the cost of compensation for mis-selling the loan insurance.
Lloyds Banking Group set aside £3.2bn to cover the cost of this compensation, followed by Barclays (£1bn), RBS (£850m) and HSBC (£269m).
The move hit Santander’s profits. The UK arm of the bank, which includes the Abbey, Alliance and Leicester and Bradford and Bingley brands, saw pre-tax profits dip 3% to £1.2bn in the six months to June.
The parent company Banco Santander reported a first-half net profit of 3.5 billion euros, down 21%.
PPI is supposed to cover loan repayments if someone becomes ill or loses their job, but it has emerged that many of the policies sold by the banks were mis-sold. This blog has been following the consumer campaign with great interest.
In April, the banking industry lost its High Court challenge to new rules on the sale of PPI. Among other things, the rules require sellers of PPI polices to review all their past sales to see if their customers have a claim for mis-selling, whether or not they have actually complained.
While the legal case was going on the banks put on hold tens of thousands of fresh PPI complaints that came in.
Santander was second, behind Barclays, in the list of most complained-about financial institutions during the second half of 2010. The data, compiled by the City watchdog – the Financial Services Authority, was driven, in part, by PPI complaints.
The Santander chief executive said the bank had taken ‘significant steps’ to improve customer service. Earlier in July, Santander said it had brought its call centres back to the UK from India following complaints.
Unless you happen to be a shareholder in the Santander banking group this is excellent news. Hitting banks in the profits is the best and possibly only way to influence their actions. If their dodgy practices and lack of concern for their own customers starts to cost them money then they will quickly change their ways.
This entry was posted on Friday, July 29th, 2011 at 2:12 am and is filed under Personal Loans. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.
ing, the government is going to extend their recovery program till the end of February, and according to the Federal Reserve, demand for small business loans is up. Regarding the SBA and government money, the SBA came out with a press release this week expressing to the small business community that President Obama signed a bill yesterday that included $125 Million to the SBA and should support up to about $4.5 Billion in business loans until the end of February.