The Royal Bank of Scotland will contact 30,000 mortgage customers who may be concerned about advice they were given by the state-backed bank after the Financial Conduct Authority found "serious failings" in its mortgage advice to consumers.
The City regulator said that only two of 164 sales made by the state-backed bank between June 2011 and March 2013 were considered to meet the standard required overall in a sales process.
It found RBS and its retail arm NatWest failed to consider the full extent of a customer's budget when making a recommendation, while staff did not advise customers what mortgage term was appropriate for them.
The regulator said there was no evidence that there was widespread detriment to customers, although RBS and NatWest will contact 30,000 consumers so they can raise any concerns they have about the advice they received.
RBS said that in response to the regulator's findings at the end of 2012, it overhauled its mortgage sales process and re-trained all mortgage advisers.
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