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BBA sets up banking Consumer Panel

BBA sets up banking Consumer Panel

Category: Banking

Updated: 18/04/2017
First Published: 26/04/2013

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The British Bankers' Association (BBA) has launched a Consumer Panel aimed at improving the services offered to high street banking customers.

The panel of nine members, chaired by the chief executive of the Citizens Advice Bureau, Gillian Guy, will work together to identify areas of the retail banking market which need improving, whilst a Service Improvement Group made up of senior bankers will implement the changes.

Areas of the banking sector that the BBA wants to address include:

  • Making savings rates easier to understand, including the simplification of AER calculations
  • The redrafting of small print in banking terms and conditions to make important information simple and clear
  • Providing assistance to customers with critical illnesses to help them avoid falling into arrears with credit repayments
  • Improving access to bank branches. This will include providing wheelchair access to all services and the installation of talking cash machines
  • Provide help to people with disabilities and serious illnesses by allowing carers to bank on their behalf

Banking staff will also be given specific training and best practice guidance to help them deal with customers with disabilities, critical illnesses and mental illnesses.

Commenting on the proposals, the chief executive of the BBA, Anthony Browne, said the banking industry remains determined to improve the service it offers to customers.

"We want to work to make banking easier to understand by looking at things like the small print and savings rates. We also want to identify issues that could cause problems for consumers in the future and work together to resolve those swiftly," he said.

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