The RBS group has 'acknowledged' its failings The Royal Bank of Scotland (RBS) and its NatWest subsidiary have been fined £2.8m for failing to deal properly with customers' routine complaints.
The Financial Services Authority (FSA), which imposed the fine, said there was an "unacceptably high risk" that the customers had been treated unfairly.
The banks' main failings were delays, shoddy investigations and inadequate explanations.
They had also failed to tell some people they could complain further.
RBS acknowledged its complaints handling had been poor.
"We recognise the importance of complaint handling for our customers and are focused on addressing the root causes of complaints," said Brian Hartzer of RBS.
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