A few months ago the Bank started recording all Personal Banking Assistants’ (PBAs) and Mortgage And Protection Advisers’ (MPAs) interviews with customers. Line Managers can review the recordings within an hour of interviews finishing.
The Bank argues that recording the meetings protects staff from complaints by customers. But we’re concerned the real reason is that the Bank wants to use the recordings to check whether MPAs and PBAs are pushing sales hard enough.
In December 2013 the FCA fined Lloyds over £28million; the FCA said this was for “serious failings in their controls over sales incentive schemes”.