Britain’s competition watchdog has ordered Royal Bank of Scotland (RBS.L) and Santander (SAN.MC) to appoint auditors to check how they remind customers affected by payment protection insurance (PPI) mis-selling.
The two banks failed to adequately inform customers who might be due compensation as a result of Britain’s biggest ever consumer banking scandal, in which more than 36 billion pounds has been paid back to those affected.
Both banks have previously breached an order by the Competition and Markets Authority (CMA) requiring banks to send annual reminders to customers about PPI, the CMA said.
The banks did not respond to requests for immediate comment.
RBS failed to provide reminders to almost 11,000 of its customers for up to 6 years, the CMA said, while Santander sent out annual reminders containing incorrect information to over 3,400 of its mortgage PPI customers from 2012-2017.
“It is unacceptable that some banks aren’t providing PPI reminders – or are sending inaccurate ones – 8 years after our order came into force,” Adam Land, a senior director at the CMA, said.
“The legally binding directions we’ve issued today will make sure that both RBS and Santander now play by the rules.”
The eight year-long PPI saga is set to close on Thursday after Britain’s Financial Conduct Authority set a deadline for consumers affected by the scandal to seek compensation from the banks.
PPI policies were typically sold alongside a personal loan or mortgage to cover repayments if borrowers fell ill or lost jobs but thousands of customers were sold unsuitable policies and would never have been able to make a claim.
The FCA could not be reached for immediate comment on whether Friday’s sanction by the CMA could lead to any extension of the deadline for RBS and Santander customers.