Which? response to Barclays’ fairer incentive scheme

Barclays has today announced a new incentive scheme for front-line employees that is based wholly on customer satisfaction.

Which? chief executive, Peter Vicary-Smith said:

“This is a great move by Barclays and meets one of our Big Change demands, that banks must put service over sales. Introducing a bonus scheme that rewards customer service is good news, and we’d like to see all banks and building societies doing the same.

“Consumers have been let down by the banks for too long. We need to see Big Change in banking now and a return to banks for customers, not bankers.”

Which? wants Big Change to fix banking culture:

  • Bankers should put customers first, not sales
  • Bankers must meet professional standards and comply with a code of conduct
  • Bankers must be punished for mis-selling and bad practice.

Consumers can pledge their support for our campaign here.

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