The head of the Citizens Advice network is to chair a panel being set up by Britain's banks to provide an early-warning system aimed at preventing another industry mis-selling scandal.
I have learnt that Gillian Guy, chief executive of the charity which runs the Citizens Advice network of bureaux across England and Wales, is to head the British Bankers' Association's (BBA) new Consumer Panel, which will be launched in the coming weeks.
The appointment of Ms Guy is designed to provide credibility to a forum which is set to play a key role in banks' efforts to improve the experience of their retail customers.
News of her recruitment, which is likely to be announced shortly, comes on the day that an independent review of the culture and business practices of Barclays attacked the bank for its obsession with enriching a limited number of top executives and its poor focus on customer service.
Ms Guy, who previously ran the charity Victim Support, will be joined on the BBA panel by representatives of other consumer affairs groups as well as some of the UK's biggest banks.
The BBA, which has briefed its members on her appointment, is fighting a rearguard action under its new chief executive, Anthony Browne, following years of mis-selling scandals that have cost Britain's major banks well over £10bn.
The BBA continues to hold talks with the Financial Conduct Authority - which replaced part of the function of the Financial Services Authority earlier this week - about imposing a deadline for consumers to file claims for the mis-selling of payment protection insurance.
Under the aegis of the new Consumer Panel, the major banks will hold regular meetings with consumer group representatives aimed at flagging up potential issues and concerns relating to the sale of financial products.
However, the panel will not have any formal powers, and senior bankers are aware that they will have to demonstrate publicly that it can exert genuine influence on their behaviour.
The lobbying group declined to comment on Ms Guy's appointment.
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