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. They defend their high profits, claiming that these are cyclical - when times are good profits are very good, when bad they are very bad. The banks also say they only charge when they have to.