Mis-selling by bank staff still widespread, survey claims

More than four out of ten frontline bank staff believe that they are being forced to sell potentially inappropriate products to customers, according to a survey that takes an unprecedented look behind the scenes at bank culture. Damning evidence from Which?, the consumer group, undermines claims that banks are changing their sales culture in the light of scandals involving mis-sold products such as payment protection insurance.

Which? commissioned ComRes, a polling company, to talk anonymously to 371 branch and call centre staff who deal with sales issues. They found that 45 per cent said that they were expected to sell “regardless of whether the products is appropriate or not”.

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