Times pre-empts FSA complaints list

21/07/2009

The Times newspaper has published its own "list of shame" of companies that have poor customer complaints records, ahead of plans by the Financial Services Authority (FSA) to do the same.

Under new proposals from the FSA, companies will be required to publish complaints figures every six months, in a bid to create league tables of the best performing companies.

While the move has been welcomed by consumer groups, the rules will not come into effect until July next year, prompting the Times to publish its own list of poor performers, based on the most number of complaints to its Troubleshooter column.

The worst companies on the list were BT and Abbey, currently owned by Spanish bank Santander.

When questioned by the newspaper, Santander responded: "Abbey has undergone a significant transformation and IT upgrade programme since being acquired by Santander.

"This has led to a higher number of complaints being received, but we have taken action to address the issues and improve our service and how we resolve complaints."

Alliance & Leicester, another Santander-owned firm, also scored poorly, while Natwest and npower completed the top five poorest performers.

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