By Claire West
A new Which? investigation of more than 500 front line bank staff reveals that pressure to sell still pervades the culture in the big five banks.
Which? interviewed branch and call centre staff from the five major banks — HSBC, Royal Bank of Scotland, Lloyds Banking Group, Barclays and Santander. Research revealed that two-thirds of bank staff who have a sales role and sales targets say there is now more pressure than ever to meet those targets.
Britain's banks laid bare
The dominant sales culture in Britain's banks is encouraging mis-selling, almost half (46%) said they knew colleagues who had mis-sold products in order to meet targets. Four in 10 felt they were sometimes expected to sell even when it was not appropriate for the customer.
Which? chief executive Peter Vicary-Smith said: 'This proves the need for big change across the industry and for bankers to put customers first, not sales.'