The five banks jointly established the Banking Culture Board this year, in its own words, "to make banking in Ireland trustworthy again". The panel led by Justice John Hedigan recently surveyed customers and stakeholders, including the Money Advice and Budgeting Service (MABS) and the Citizens Information Service, about how banks often increased the stress and anxiety experienced by bereaved customers. Each bank's new "common commitment of care" includes::: Creating a dedicated phone line for bereaved customers;:: Ensuring the deceased person's funds are made available for funeral costs;:: Stopping marketing materials addressed to the deceased as quickly as possible;:: Treating bereaved customers "with empathy at all times". "Our work with bereaved people, bereavement organisations and health professionals tells us there is room for improvement in how utility and financial services respond to bereaved customers," Ms Foley said. This systematic approach will help staff to better support bereaved customers all over Ireland."

Source: Irish Independent October 21, 2019 01:30 UTC