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Profits are fine but customers come first We should all want our banks to be financially strong and fly the flag for Britain with pride.
So we must welcome the fact that State owned Royal Bank of Scotland has returned to profitability after a worrying sequence of losses going back to the summer of 2015 (frankly, the quicker the State washes its hands of this bank the better for everyone). It is also good pandora charm watch to see Lloyds in rude financial health 1.3billion of profits in the first three months of this year. But let's not get too carried away with the plaudits. Yes, profits are what banks are primarily in business to deliver and are essential to keep the City and investors (private and institutional) sweet. Back in the black: Royal Bank of Scotland could pay dividends next year Dividends are also key income payments that Lloyds are now providing shareholders with. Royal Bank of Scotland is not yet in good enough health to follow its lead. But profits should not be generated or dividends paid if they are at the expense of customers. Sadly, most of the evidence suggests this is the case. For example, the latest complaints data from the City regulator, published a few days ago, hardly paints a good picture of our high street banks and their commitment to customer service. The crime sheet is overwhelming. Barclays, the most complained about financial institution in the country some 438,000 complaints in the second half of last year. Lloyds comes next followed by its sister brand Bank of Scotland while Coutts, the private banking arm of Royal Bank of Scotland and banker to the Queen, has the highest number of complaints adjusted for size of business. Wretched figures that the big banks should be ashamed of. But it is not just the deluge of complaints and poor complaints handling that scars the reputation of our banks. Savers are also having a horrible time, losing out in the interests of bank profit rebuilding. Barclays bank was the most complained about financial institution in the country last year For example, someone in NatWest's Instant Saver account is currently receiving 0.01 per cent interest on their savings one penny for every 100 squirrelled away. Strangely, savers in the equivalent RBS account get a slightly better deal still a rum 0.01 per cent on balances below 50,000 but 0.05 per cent on any money above. Why? Lloyds' accounts Standard Saver and Online Saver are also underwhelming paying a meagre 0.05 per cent interest. Even when Royal Bank of Scotland comes up with something half decent, it makes it fiendishly difficult for savers to work out how good it is. Just take a look at its latest Instant Access Isa offer (if you dare). It is as difficult to crack as a Rubik's Cube. Even the boffins at rate scrutineer Savings Champion struggled to get their brains around it. Coutts, the private banking arm of Royal Bank of Scotland and banker to the Queen, has the highest number of complaints adjusted for size of business The account offers two rates, according to how much you put in. It pays 0.05 per cent on sums invested (or transferred from an existing Isa) up to 24,999. But invest 25,000 plus and you earn 0.5 per cent. These rates are then enhanced by a temporary one per cent bonus, which is paid on balances saved between May 18 this year and May 17 next. But it only applies to the first 20,000. Any sum above this is bonus less. So put in 25,000 and you will earn 1.39 per cent interest while the bonus applies, 0.5 per cent when it does not. All rather confusing. To compound matters, the bank says it has the right at any stage to reduce the 0.05 per cent and 0.5 per cent interest rates. That means it probably will, in the hope that most savers do not bother to transfer away (customer inertia is the banks' best friend). Given Royal Bank of Scotland has gone on at length in the past about providing simple transparent products, this account is a travesty. A spaghetti bolognese of an pandora online Isa. There is more. Royal Bank of Scotland is currently cutting back the benefits available under its range of 'Reward' current accounts. Customers in its top notch 'Reward Black' account, for example, will see the rewards they receive for paying certain household bills by direct debit reduce from three per cent to two per cent. There will also be a higher excess on the free mobile phone insurance provided. Throw in branch closures galore some justified, many not and a clear picture emerges. Our big banks are not customer friendly enough. By a country mile. 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