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MADAyuMadyan | JohnnyAdam – Kumpulan 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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