Banks "systematically failing" customers

Hannah Ricci

Gero Breloer/DPA

Banks are continuing to fail their customers with poor service, according to figures released by the Financial Ombudsman Service today.

The ombudsman service upheld an average 72% of complaints in favour of consumers in the second half of 2011, compared to 47% in the first half of the year. So what are the major complaints and where are providers falling short?