June 1, 2011 | Mark Paradies

UK's FSA Director Calls for Better Bank Complaint Root Cause Analysis

The Bank of Scotland was fined £3.5 million for mishandling complaints and grievances.

According to an article in the UK Guardian:

Bank of Scotland, part of the Lloyds Banking Group, wrongly rejected up to 45% of complaints that should have been upheld, the FSA said.

The article quoted Tracey McDermott, the FSA’s acting director of enforcement and financial crime, as saying:

Had BOS undertaken effective root cause analysis of the complaints it received and had adequate processes in place to feedback lessons learned from past complaints, it could have acted sooner to improve its processes.

The bank of Scotland has accepted the FSA’s findings and apologized to their clients. They say they have changed their processes (but the article didn’t mention performing better root cause analysis). The bank also says they are reviewing past decisions and making restitution where warranted.

Root cause analysis used to be used only in high risk industries – nuclear, aviation, and petrochemicals. Now it is applied – and expected – in almost every industry for a wide variety of types of problems.

TapRooT® was designed to analyze human performance and equipment problems in all sorts of industries – both manufacturing and service.

Why does TapRooT® work across the board? because it is based on proven human performance theory and laws that apply no matter what industry the person is working in.

People make mistakes for the same sort of reasons in every industry. Be it a doctor doing surgery or a mechanic working on a pump or a pilot landing a plan or a nuclear plant operator monitoring the plant’s performance, or a teller working at a bank, the same basic capabilities and limitations apply.

For more information about how you can use TapRooT® at your facility, attend TapRooT® Training. See the lists of upcoming public TapRooT® Courses at:


Root Cause Analysis
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