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Consumer groups have been calling for banks to carefully spell out their term and conditions and any changes to their service.
At a time when borrowers are finding it more difficult to get credit or a secured loan, banks are confusing their customers with hard to understand rules and regulations. Independent consultant Mike Young says banks should send out a summary when they make alterations instead of full new terms and conditions.
Consumer group Which? says customers often struggle to understand changes. But the Banking Code Standards Board says banks are complying with its guidelines.
Businessman Nigel Shock from Middlesex was asked to read 24 pages of new terms and conditions when he logged on to his NatWest online account.
He told BBC Radio 4's Money Box programme: "It was a 24 page pdf document… There is nothing in the document to say what has changed, and I think that is wrong."
Martin Hocking, the editor of Which? Money Magazine, says any changes need to be clearly spelt out:
"It is no good sending somebody 24 pages of copy and hoping they will guess where the changes are.
"They are not going to be read."
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