Around 40% of customers believe their complaints are not handled fairly by banks, which is only a slight improvement on six months ago (42%), despite well publicised efforts by banks to improve their service records.

The survey also reveals just 45% of customers believed their complaint was handled promptly, although this was up from 42% six months ago. Yorkshire Bank were rated the best for friendly and helpful in branch staff.

One in six customers (17%) had reason to complain to their bank in the past year. Nearly half of those who complained (48%) said their complaint was resolved within a week with First Direct coming out best with a 76% rating. However, over a quarter (28%) said their complaint took more than a month to get sorted.

The study shows 15% of customers have sent suggestions to their bank on how to improve service but only half (46%) say their bank acknowledged their suggestion.

However, of those who made a suggestion for improvement to their bank, one in three (36%) said their bank actually implemented their suggestion. Yorkshire Bank again scored well with its customers saying their suggestions were not only acknowledged but also implemented.

Sponsored

Episode 6: What’s next for the industry? : Powered by Partnership podcast from Newcastle for Intermediaries

Sponsored by Newcastle for Intermediaries

Ian Hughes, managing director of ConsumerIntelligence.com, said: “It’s encouraging to see that service issues are being addressed by banks and that customers are seeing slight improvements in how their complaints have been handled and a reduction in queues in branches. But banks mustn’t get complacent as there is still much improvement to be made.”

ConsumerIntelligence.com launched its Banking Experiences & Preferences study earlier this year to measure how well the UK’s leading banks measured up to key promises outlined in RBS/NatWest’s Customer Charter.