A fifth of complaints about current accounts at banks and building societies are not being resolved to the customer's satisfaction, a survey says.
Consumer group Which found that 26% of customers, equating to 12 million people across the country, have experienced problems in the last 12 months.
Of these, two-thirds have made a complaint and 22% of people who did so were not happy with the end result.
The findings, which come at a time when moves are under way to make it easier for people to switch current accounts and encourage competition, were made following a survey of 2,000 people across the UK in February.
Common causes for complaint included poor customer service, incorrect charges, difficulty getting through to someone and mistakes showing up on statements.
Three in 10 people who did complain said they had to do so more than once before the issue was put right.
Which? said it had found Lloyds TSB to be the bank with the highest proportion of customers saying they had experienced some sort of problem at 30%, followed closely by Lloyds' sister bank Bank of Scotland, as well as the Co-operative Bank.
Out of the 12 banks and building societies surveyed, the proportion of customers who had experienced problems tended to be lower among First Direct and Nationwide customers, according to the findings.
Which? executive director, Richard Lloyd said: "There's been a lot to complain about in banking over the last few years and to win back our trust they must sort out their complaints handling. When things go wrong it is critical that banks act swiftly and fairly to deal with the problem, identify what caused it and make sure it's not repeated.
"The way that a bank deals with complaints says a lot about the culture of the organisation. Some banks are getting this right but they all need to do more to put their customers first."
Lloyds Banking Group said it was "disappointed" to see the Which? findings, particularly as it has reduced its number of complaints last year by 28%.
A spokeswoman for Lloyds said: "Our commitment to service is central to our aim of being the best bank for our customers. To do this, we'll continue to listen to our customers' feedback, focus on their needs and fix the cause of complaints and urge any customer who has an issue with their account to contact us."
The Co-op Bank also said it was disappointed, adding that the findings do not reflect its experience with customer satisfaction surveys or complaints.
A statement from Co-op said: "Despite the very low sample size of our customers in this survey, we are not complacent about the findings or our position and we do take any feedback on our customer service extremely seriously.
"We are now working with Which? to understand the research in more detail and will be addressing those areas in which we have fallen short as a priority."
Here are the proportions of each bank and building society's customers in the Which? survey who have experienced problems with their accounts in the last 12 months:
:: Lloyds TSB, 30%
:: Co-operative Bank, 29%
:: Bank of Scotland, 29%
:: RBS, 28%
:: Barclays, 27%
:: Santander, 27%
:: Halifax, 27%
:: NatWest, 26%
:: HSBC, 22%
:: Yorkshire Bank, 19%
:: Nationwide, 12%
:: First Direct, 9%
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