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Will the banking commission build banks we can trust?

All the efforts to reform British banking following the financial crisis are missing a crucial issue: how do we make our high street institutions trustworthy sources of financial advice? How do we instil ethical behaviour in our bank branches?

Will the banking commission build banks we can trust?

I'm still worried that all the efforts to reform British banking in the wake of the financial crisis are missing a crucial issue: how do we make our high street institutions trustworthy sources of financial advice? How do we instil ethical behaviour in our branches?

Anecdotal evidence gathered by Citywire over recent years suggests that anyone prudent, or fortunate, enough to have a big cash lump sum they want to invest, risks a mugging if they walk into many of our banks' branches looking for help and advice.

I've heard of enough cases of customers being churned from one high commission-paying investment plan to another to know that things are badly awry in our banks. Their profits-obsessed, sales-led approach to doing business is diametrically opposed to providing the financial planning service that people so badly need.

(I know RBS subsidiary NatWest boasts having 'financial planning managers' on its TV adverts, but if anyone can tell me that this has anything to do with real personal financial planning and not product pushing, I'd be glad to hear it.)

Unfortunately, it looks unlikely that the new Independent Commission on Banking will do anything about it. Chairman Sir John Vickers told me that the topic of banker ethics (or lack of) will not form part of his inquiry. This looks like a missed opportunity.

The commission's remit is to consider the 'structural and related non-structural reforms' needed to avoid another banking crisis. By structural it means deciding issues such as whether 'universal' banks should have their investment banking and retail banking arms split apart or whether allowing banks like Lloyds to have a 30% share of the current accounts market is anti-competitive. 

I'd have thought 'related non-structural reforms' should have included whether bank staff are on the side of their customers and are incentivised to treat them fairly. You can have all the structural reforms you want but that won't in itself stop bank 'advisers' being incentivised to mis-sell.

The closest the commission's issues paper comes to this is an acknowledgement that 'what matters is not competition per se, but competition to provide what customers want'. It rightly notes that banks 'may compete amongst themselves, but not necessarily on issues that customers care about', leading to customers making 'ill-informed (even mis-informed)' choices.

You could say the sort of police work needed to prevent mis-selling and abuse is the role of the Financial Services Authority. Indeed it is, but the regulator faces abolition in two years' time and there will be lots of upheaval and eyes being taken off the ball as staff switch to the new Consumer Protection and Markets Authority or slope off to a well paid job in the City.

It is possible that Andrew Tyrie, chairman of the Treasury Select Committee in the House of Commons, will cover this territory. His own banking review definitely sounds more pro-consumer but is focused on the hidden costs of personal banking, a really important topic, but not the crucial issue of whether you can trust someone sitting in bank branch when it comes to where to invest your money for the future.

This is just the start of the inquiry. Let's hope Sir John and his colleagues will have more to say about the fundamental structural issue: how we can build better banks that serve the public.

7 comments so far. Why not have your say?

Michael Fallas

Sep 24, 2010 at 22:37

No chance and certainly not if we follow the example of European banks

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Chris Clark

Sep 25, 2010 at 11:04

Well, this coupled with IFAs seemingly becoming an endangered species I do honestly wonder if the sole aim of the banks is to turn society into impoverished debtors. It is getting really hard to get good advice these days.

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Albert Stubbs

Sep 25, 2010 at 11:49

The Banking Commission is purely a political window-dressing exercise to satisfy Mr Cable and the Lib-Dems.

On major competition issues power no longer resides in the UK but with the European Competition authorities.

Who ordered the sale of RBS English bank branches? - The EU Commission.

Who is demanding that Lloyds is broken up on the Retail side - in spite of the UK's then Prime Minister's clearance of the HBOS purchase? The European Commission and Competition Authorities.

If Mr Osborne is serious about cost cutting, he should recognise the reality of European power, undesirable as it may be, and cancel this time-wasting and expensive exercise.

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william morgan

Sep 25, 2010 at 12:01

Overall our society has been and continues to be controlled by legislation. Legislation only creates employment for legislators and those skilled in the dissemination and manipulation of such legislation.

As a business a bank will seek to return profits on its activities. This is not unreasonable- who goes to work for any other reason? Why not keep it simple and insist that bonuses for those in charge be based on 10 year moving averages.

If the bank of England cant detect illegal behaviour in this time its not very good and as far as Joe Bloggs is concerned the reality is always going to be "buyer beware".

More legislation- what we need is Vlad the impaller!

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William Dickinson

Sep 25, 2010 at 16:39

My experience with financial advice from Banks is “not good”. The staff are (a) superficially trained at best and (b) driven by sales goals. This backdrop leads to many, but not all, so called advisors having the morals and ethics of the alien race known as Ferengi. For non-Trekkies substitute “Wharf Rats” for “Ferengi” and you will get my drift.

Such behaviour at street level is inevitable within a culture where the primary driver is "what's in it for me" rather than "how can I provide good advice to my customer even if it means I'll loose my commission or fail to meet my sales targets".

You can’t legislate to force people to behave Ethically … Business Ethics is a value that has to instilled in the corporate body and driven from the top of the company management, BY EXAMPLE, through every level of the company right down to the lowest paid employee.

Removing financial incentives which pro-actively encourage employees to behave unethically is one way to resolve the problem but such action is likely to reduce profits so I can’t see it happening in my lifetime.

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Anonymous 1 needed this 'off the record'

Sep 26, 2010 at 09:41

re Ethics of Financial Institutions.

Here is an example.

Direct Debit not cancelled continues for ever.

Had a Eurocheque book with the Coop Bank.

They advised me that the service was being cancelled.

I had forgotten that there was a DD on this service, in any case I though it would have been cancelled as there was no service to pay for.

A number of yeas later going through the DD¨s I discovered this strange sum going through which I could not identify.

Checked with the bank, and was advised it was for non-existent Eurocheques.

After lenghty correspondence Customer Services offered to go back five years with a refund, but not before that.

And this is with a bank that prides itself on being "ethical"

I would not trust banks and financial institutions with my walllet.

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Anonymous 1 needed this 'off the record'

Sep 26, 2010 at 09:52

Developing further the abuse of Direct Debits.

Direct Debits contiue ad infinitum unless cancelled.

If you have a contract for anything, beware. It does not expire at the end of the agreed period but also continues ad infinitum, unless you cancel it.

If you do not cancel it, you are consenting to its further continuance.

I think regulations should automatically end DD´s after the agreed contractual period, rather than have them continue even though what you are paying for does not exist.

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