This project explored whether there is a ‘culture of selling’ within Britain’s major banks, and whether financial products had been sold not in the best interests of the consumer. To do this, Savanta ComRes conducted a total of 551 telephone interviews among customer-facing bank employees in the major retail banks: HSBC, RBS, Lloyds, Barclays and Santander.
The research uncovered an extensive culture of selling in the major banks, including the extent to which banks employ prompts to sell, computer systems reminding sales staff, and basing promotions on sales numbers. The results were used by Which? to form the basis of a report on the subject, and a campaign to publicise the need for change.