Which? executive director Richard Lloyd said:
“The banks must deal with complaints fairly and help consumers claim back the compensation they are due without hassle. We’re pleased that more people are claiming mis-sold Payment Protection Insurance (PPI) for free themselves rather than resorting to expensive and unnecessary Claims Management Companies.
“However, the rise in complaints to the financial ombudsman shows that some banks are still not making it as straightforward as they should for people to get back the money they are rightly owed.
“The Financial Services Authority should take enforcement action against banks who are not treating their customers fairly. Consumers have suffered one banking scandal after another, with the £10 billion mis-selling of PPI now set to be the biggest financial scandal of all time. We want to see a fundamental shake up of banking culture and a return to banking for customers, not bankers.”