The regulator said it would be looking at other big banks because they attracted a high proportion of complaints.
An FSA spokesperson said: “We are looking at all of the major banking groups and are particularly focusing on the adequacy of complaints handling arrangements and the extent to which these produce the right outcomes for consumers. We will be taking action where we find shortcomings.”
The FSA is investigating as there have been a huge number of complaints made directly to banks, and particularly on those which are unresolved.
The Financial Ombudsman Service (FOS) revealed that it had dealt with more than 7,000 complaints from RBS customers in the past six months.
However, RBS only received the third most complaints lodged against it of all the UK’s financial institutions, behind only Lloyds Banking Group and Barclays.
