Consumers 'must be at heart of banking'

Which? said billions of pounds of taxpayers money had been used to bail out the banks, and in return they should be made to treat customers "sympathetically and fairly".

In a letter to Chancellor Alistair Darling, the group called for the Government to take basic steps to help protect anxious consumers, such as forcing banks that have received Government help to immediately pass on interest rate cuts to their customers.

It also wants there to be an independent review on the future of banking to be carried out to ensure that consumers' interests are put at the heart of the industry.

It said research showed that 81% of people thought the banking system needed to be reformed to avoid a repetition of the current financial crisis.

Two-thirds of the 1,001 people questioned blamed the banks for the current crisis, while 73% said they had been exposed to irresponsible lending.

Peter Vicary-Smith, chief executive of Which?, said: "The banks have had their bail-out - now it's time for them to deal sympathetically and fairly with the plight of ordinary consumers, many of whom are anxious about their savings or struggling with their mortgage.

"The Government cannot afford to pass up this unique opportunity to make long-term, consumer-focussed changes to the banking industry, and in the short-term we're after a fairer deal for consumers.

"We want to see an independent review leading to an overhaul of an industry that is characterised by weak competition, irresponsible behaviour and a terrible record for treating customers properly."

The group is calling on consumers to join its campaign and email Mr Darling asking him to take action to force the banks to help consumers.