What the employees of the banks are told to do!!!

[sarah555]

A work friend of mine knows someone who works at a Woolwich branch just as a customer service assistant and they get told that each month/quarter or year they have an allowance where if a customer complains about their charges then they can use up the special allocated allowance to refund that customer to keep them happy. This makes me think that they must be admitting that they have no actual right to charge you at all if they give the customer assistants permission to refund charges. This is obviously not on a big sum of money but just the odd charges here and there but if they are willing to do this they must surely be admitting that they not completley in the right.
Just a thought!