RBS, Natwest slapped with £2.8m fine over poor complaints handling

RBS, Natwest receive £2.8m fine for poor complaints handling

Royal Bank of Scotland (RBS) and Natwest have been fined £2.8 million for poor handling of customer complaints over a period of two years.

The UK Financial Services Authority (FSA) says the two institutions, which are both part of RBS Group, failed to deal with complaints from account holders promptly or fairly.

The regulator claims the banks were slow in responding to complaints, and would often complete “poor-quality investigations” with complaint handlers, sometimes making judgements on the