Banks must maintain good customer service

Banks must keep up a high standard of customer service in order to prevent their savers from going elsewhere, according to the British Banker’s Association (BBA).

The BBA confirmed that most high street banks will regularly carry out surveys to ensure their customer service is up to scratch and gain feedback with which to assess the standards they are looking after their customers to.

Brian Capon, BBA spokesman, believes the power lies with the customer to relay their needs to their bank.

"Customers might highlight they want a service in a particular way and banks are going to take that on board and look at the feasibility of whatever it is customers are asking for

"Banks are very conscious of the fact that they need to deliver a high level of customer service because it is so easy for customers to go elsewhere," Mr Capon explained.

He pointed to the fact that "when people choose a bank they tend to go on what they have heard from friends and relative" and said that banks tend to go above and beyond the basic guidelines of the Banking Code in order to meet customer expectations.