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Lloyds Banking telah dipukul dengan rekod £ 28 juta, denda runcit untuk menekan
kakitangan antara tahun 2010 dan 2012 untuk memenuhi sasaran jualan kira
keperluan pelanggan. Sesetengah pekerja juga membeli produk itu sendiri untuk
mengelakkan pemecatan.
Lembaga
Kelakuan Kewangan (FCA) berkata kakitangan jualan di seluruh Lloyds, Bank of
Scotland dan Halifax telah ditekan untuk memberi tumpuan kepada jumlah tertentu
produk yang mereka diperlukan untuk menjual, bukan pada keperluan sebenar
pelanggan, Telegraph melaporkan.
Kes
paling buruk termasuk “bukti bahawa satu kakitangan Lloyds dijual produk perlin-dungan
kepada dirinya sendiri isteri dan rakan
sekerja untuk menghalang dirinya dari-pada diturunkan,” kata akaun mata wang
asing.
Pelan
insentif yang dipanggil oleh Lloyds termasuk potongan gaji 23 % peratus bagi
seorang penasihat peringkat pertengahan yang tidak memukul 90 % peratus
daripada sasaran jualan beliau lebih 9 bulan. Akaun mata wang asing berkata
rancangan itu men-cipta budaya “salah menjual” antara 2010 dan 2012.
Sejak
Lloyds diselesaikan dengan pengawal selia di peringkat awal ia mendapat diskaun
20 % peratus, jika tidak, denda akan menjadi £ 35 juta, berkata akaun mata wang
asing.
“Pelanggan
mempunyai hak untuk mengharapkan yang lebih baik daripada institusi kewangan
terkemuka dan kami menjangkakan firma-firma untuk meletakkan pelanggan pertama
- tetapi firma tidak akan dapat melakukan ini jika mereka memberikan insentif
kepada kakitangan mereka untuk melakukan sebaliknya,” komen Tracey McDermott,
pengarah penguatkuasaan akaun mata wang asing.
Lloyds banking to pay record £ 28
mn for
promoting mis-selling . . .
Lloyds
Banking group has been hit with a record £28 million retail fine for
pressurizing staff between 2010 and 2012 to meet sales targets regardless of
customer needs. Some employees even bought the products themselves to avoid
dismissal.
The
Financial Conduct Authority (FCA) said sales staff across Lloyds, Bank of
Scotland and Halifax were pressed to focus on a certain volume of products they
needed to sell, rather than on the customers' real needs, the Telegraph
reports.
The
worst case included "evidence that one Lloyds staff member sold protection
products to himself, his wife and a colleague to prevent himself from being
demoted," the FCA said.
The
so-called incentive plan by Lloyds included a 23 percent salary cut for a
mid-level adviser who didn’t hit 90 percent of his sales target over nine
months. The FCA said such plans created a culture of “mis-selling” between 2010
and 2012.
Since
Lloyds settled with the regulator at an early stage it got a 20 percent
discount, otherwise the fine would have been at £35 million, the FCA said.
"Customers
have a right to expect better from our leading financial institutions and we
expect firms to put customers first – but firms will never be able to do this
if they incentivize their staff to do the opposite,” commented Tracey
McDermott, FCA enforcement director.
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