Last year, banks generated more than half of the complaints submitted to the Financial Services and Pensions Ombudsman (FSPO), highlighting systemic issues in banking customer service. A notable case involved a bank that did not update its systems to reflect a customer's gender change, leading to significant distress for the individual. The bank ultimately provided a €1,000 goodwill payment after the matter was brought to the Ombudsman's attention, underlining the urgent need for banks to enhance their responsiveness to customer changes and feedback.
In addressing customer service issues, the Financial Services and Pensions Ombudsman reported that banks were responsible for over half of all complaints last year, indicating a significant need for improvement in the sector.
A recent case exemplifying customer frustration involved a bank failing to update its systems following a customer's gender change, resulting in a €1,000 goodwill payment after the complaint was escalated to the Ombudsman.
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