Basic bank accounts offer access to essential services, such as the ability to receive wages and benefits and pay bills
People who have poor credit or no fixed address will find it easier to open a basic bank account after some of the biggest financial institutions agreed to improve their services.
It comes after widespread poor practice was identified by the Financial Conduct Authority (FCA). Basic bank accounts offer access to essential services, such as the ability to receive wages and benefits and pay bills.
They just don’t offer things like overdrafts, to stop people spending above their means. Nine of the biggest UK banks and building societies legally have to offer basic bank accounts. But a mystery shopping exercise by the FCA found a third of experiences with basic bank accounts rated as poor or very poor.
The mystery shop revealed that the bank account providers were not consistently offering these accounts to customers who could benefit from them.
This included people facing financial hardship or without ID, and especially those with no fixed address. The firms often failed to mention basic bank accounts at all and pushed customers in vulnerable circumstances towards online applications which were unsuitable for their needs.
The banks and building societies have now agreed to individual improvement, including a commitment to provide the right account for customers, first time, with clear communication.
They have also pledged to make it straightforward for customers without standard ID or a fixed address to open an account and to spot vulnerable customers early. In the UK, around 7 million fee-free basic bank accounts are currently open.
Emad Aladhal, director of retail banking at the FCA, said: “Progress has been made with over 97% of UK adults having a current account, but our latest work shows that all too often banking firms’ engagement with customers still needs improvement.
“Bank accounts are important for financial inclusion, and this is about making sure the very people who could benefit from basic bank accounts are not missing out.
“That’s why the biggest banks have now committed to improving how they are offered – and we’ll be holding them to account to make sure change happens.”
Peter Tyler, Director of Personal Banking at UK Finance, said: “A basic bank account can be an important first step towards financial independence, and while most customers who hold one have positive experiences, we recognise that more can be done to ensure consistently good outcomes for everyone.
“That is why UK Finance and our members are committed to raising industry standards and expanding access.
“The recently expanded Breaking the Cycle initiative is a key part of this work, providing practical support to those facing barriers to accessing essential banking services, such as individuals without a fixed address.”





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