Financial Guidance and Claims Bill [ Lords ] (Third sitting)

Pauline Latham Excerpts

Tuesday 6th February 2018 Public Bill Committees

As providers of mortgages and other key financial commitments, banks and building societies have a huge influence—good or bad—on the financial wellbeing of many households. That gives them an unrivalled ability to reach out and support people who are affected by the financial impact of cancer and other health conditions and disabilities. When the right support is put in place, that can lead to improved outcomes for customers and help them to manage their financial commitments better. However, research from Macmillan Cancer Support shows that a number of problems still exist, and there is a lack of consistency in the support offered to people when they seek help. For example, more than one quarter of people who disclosed their cancer diagnosis to their bank were dissatisfied with how the bank responded. Particular problems included customers having to repeat their cancer diagnosis several times to different staff—that can be very distressing. Some staff lacked specific knowledge or were not comfortable discussing cancer with the customer, and others did not have knowledge about the products.

[Mrs Pauline Latham (Mid Derbyshire) (Con)]

What the hon. Gentleman says is interesting, but is this really a matter for Government? Is it not for the banks to address—to ensure that their staff are trained and sympathetic to people with a terminal diagnosis? It is not something that we can legislate for, but the banks can do something about it.

[Jack Dromey]

I have the greatest respect for the hon. Lady, but I could not disagree more. This is about sending an unmistakable message about a duty of care, which in those circumstances there is a legal obligation to deliver. It also means that banks must train their staff accordingly. A duty of care cannot be just a resolution passed by this House; it must be enacted at the next stages by all providers.

[Mrs Latham]

It is for the banks to train their staff. We cannot train staff from different institutions. We can send a message, but banks must train their own staff to ensure that they act appropriately with people who have a terminal diagnosis.

[Jack Dromey]

We in this House impose obligations in the public interest that must be delivered. We need sensitivity for those going through the trauma of cancer, and having a duty of care sends an unmistakable message to the board of an organisation that that duty of care must be delivered, and it must be enacted with appropriate training by members of staff.