Not making explicit when and why charges were being made. Slow response to complaints. The difficulties banks put in the way of customers trying to change their accounts. The main reason, according to Mr Cruickshank, is a lack of competition. You're more likely to get divorced than change your bank account - yet you could save a lot of money if you did.
Banks do charge too much for using cash machines.
They don't serve low-income families or small businesses properly. Retailers pay too much for the facility of accepting credit card payments. The banks were expecting a bashing - and they got it. And, controversially, the report calls for an end to the domination of the market by so few banks - there needs to be greater competition. They don't like the report.