The shocking scale of consumer mistreatment is uncovered today as the lid is lifted on banks and other financial firms that brush off genuine complaints in the hope they will vanish.
Consumers won't know for another two months whether an appeal against one of the proposed clampdowns on payment protection insurance (PPI) sales has been successful.
Just 6% of consumers whose complaint is rejected by their bank or financial provider take their case to the free Ombudsman service, despite them having a high chance of victory via that route.
Lib Dem leader Nick Clegg has pledged legislation on bank charges to back the MSE campaign to ensure everyone who's had an unfair charge will get their money back without having to ask.