Whistleblower, the BBC's flagship undercover series – fresh from exposing corruption in the world of estate agents and bailiffs – moves on to another controversial target: banks.
During a nine-month investigation, BBC reporters worked undercover in a leading British bank – and what they found will shock their customers.
Working in a huge call centre and then High Street branches, they witnessed customers being misled, lied to and treated with contempt. With bank fraud at unprecedented levels, they expose gaping holes in bank security, along with evidence of widespread fraud and corrupt bank insiders.
As banks announce record profits, Whistleblower exposes senior staff members knowingly enforcing unlawful bank charges on customers. The undercover team also discovers a secret directive to staff to refund charges to wealthy customers who complain, while poorer customers are shown no such mercy. One trainer – teaching new staff how to do their job – confesses to being a "right git" when desperate customers come on the phone complaining about bank charges.
"They will start shouting, being abusive, crying, start blaming you, (saying) my kids are going to starve," he says. 'But my attitude is, I don't know you, I don't care."
This investigation blows the lid on an industry which claims to put the interests of its customers and their money at its heart.
During a nine-month investigation, BBC reporters worked undercover in a leading British bank – and what they found will shock their customers.
Working in a huge call centre and then High Street branches, they witnessed customers being misled, lied to and treated with contempt. With bank fraud at unprecedented levels, they expose gaping holes in bank security, along with evidence of widespread fraud and corrupt bank insiders.
As banks announce record profits, Whistleblower exposes senior staff members knowingly enforcing unlawful bank charges on customers. The undercover team also discovers a secret directive to staff to refund charges to wealthy customers who complain, while poorer customers are shown no such mercy. One trainer – teaching new staff how to do their job – confesses to being a "right git" when desperate customers come on the phone complaining about bank charges.
"They will start shouting, being abusive, crying, start blaming you, (saying) my kids are going to starve," he says. 'But my attitude is, I don't know you, I don't care."
This investigation blows the lid on an industry which claims to put the interests of its customers and their money at its heart.
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