Just found this - interesting.
"A leaked memo to HSBC staff has revealed customers are being fobbed off with set payouts to drop their demands for refunds of bank charges. The 'operational appendix' explains how staff should 'deal with customers who specifically challenge our right to charge overdraft fees'. It gives an insight into how banks are attempting to combat complaints about unauthorised overdraft charges after customers have gone a few pence overdrawn."
"The memo makes clear what critics of bank charges have long suspected, that banks will refund charges if the cost of dealing with the complaint would top the amount being claimed. It describes how customer services staff in HSBC branches have a Personal Refund Authority (PRA), a set amount of money up to which they are allowed to refund customers to resolve complaints quickly."
http://www.thisismoney.co.uk/saving-...7&in_page_id=7