Bank incentives called into question over mis-selling

Mis-selling in banks requires a cultural shift, chief executive says in response to FSA report

Industry observers have backed a move by the UK Financial Services Authority to overhaul retail sales incentives linked to mis-selling.

Craig Donaldson, chief executive of the UK's Metro Bank, warns that a cultural shift is needed to prevent mis-selling scandals from occurring in the future. "This problem is a cultural one and the change needs to come from the very top of financial institutions," he says. "A culture of customer care can't be delivered in a day and can't be a surface fix. Banks