The Clydesdale Bank has been fined £20.7m by the City regulator for "serious failings" in the way it handled complaints about Payment Protection Insurance (PPI).
The fine is the largest of its type imposed by the Financial Conduct Authority (FCA).
As many as 93,000 customers may be entitled to refunds or additional compensation, the FCA announced.
The Clydesdale apologised, and said it had now changed its procedures.
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