Insurance firms Direct Line and Churchill - both owned by RBS - have been fined £2.17m for tampering with customer complaint files before submitting them to the Financial Services Authority (FSA). The FSA said the changes were "minor" and had not affected customers. However, it said the action was still a serious breach of its rules. "The firms' attempt to ensure that complete files were provided to the FSA backfired," the FSA said. Tracey McDermott of the FSA said: "The firms failed to give clear instructions resulting in staff making inappropriate alterations with one individual even forging the signatures of colleagues.....Read more here--: BBC News - Direct Line and Churchill fined for file tampering