As part of an ongoing investigation into the sales practices of some of Britain’s largest banks and building societies, This is Money has been inundated with e-mails from frustrated branch staff and customers. In September, we revealed the bonus list of incentivised targets that advisers at Lloyds TSB are under pressure to hit, while two weeks ago a reader claimed Yorkshire Building Society pushed an investment product onto her vulnerable friend. Today, the spotlight falls on banking giant Santander. This is Money has been sent the targets staff are expected to hit and a 'points' list for every product - which we reveal below. At the same time, the two whistleblowers reveal how demoralising it is currently working in the branches and how the financially naive are seen as 'easy targets'. Lee Boyce investigates the claims and puts them to Santander. High Street bank Santander is pressuring its staff to sell products that might not be the right fit for their customers, two whistleblowing members of staff claim. From documents and testimonies from the staff members of two different branches, This is Money can reveal the incentivised targets Santander staff are expected to achieve in order to meet targets, earn bonuses and rewards, and ultimately keep their job.


Staff can sell credit cards to ‘win’ Wimbledon tickets, flog loans to gain iPods and peddle bank accounts to go to the Grand Prix. One branch staff member – also known as a personal banking adviser – claims to be one of the bank’s top performers countrywide, working for a branch in the South....Read more here