Dispatches: Season 2018, Episode 7

2018 - 7: Undercover: Who's Policing Your Bank?.

The Financial Ombudsman is meant to investigate when customers have unresolved complaints against financial institutions. But is there a bias against customers in favour of the banks? Dispatches goes undercover to investigate allegations that staff with little or no training are judging cases, and that some are reaching decisions in favour of the banks without even properly reading case files.