Which? executive director, Richard Lloyd, said:
“The high level of banking complaints and sheer volume of PPI cases going to the Ombudsman show that the banks still have a long way to go to transform their culture.
“We welcome increased efforts from the Financial Ombudsman Service to resolve more disputes this year but this must be matched by a big improvement in how banks deal with customer complaints. They must treat their customers fairly and make it as easy as possible for people entitled to a refund to claim back their money without hassle.”