The banks have recently changed the policy for how customers must pay for fuel at self-service pumps, however they have not properly communicated these changes to consumers, and our members are bearing the brunt of their frustration.
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Banks must raise customer awareness on the changes and address their concerns, they must take responsibility for the change by dealing with customer complaints on social media and contact centres, and they must enhance their banking apps which are currently slow to update the transactions and can cause financial distress.
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The BRC's letter to Visa, Mastercard, UK Finance and the UK's largest banks can be found below, along with the UK Finance response on behalf of all the recipients (received 10/08/2021).
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Coverage of our letter in The Sun can be found here.