The stand-off between banks and disgruntled customers seems destined never to end. The Office of Fair Trading appears poised to impose a limit on the penalty fees that credit card companies can charge their customers, a decision that could also have implications for other bank charges - be they for bounced cheques, unauthorised overdrafts or unpaid standing orders.

Banks got into this war of attrition partly by being too nice to customers. Their decision to abolish fees for standard banking services, including current accounts and (if the balances are promptly settled) credit cards, drove real money out of bank branches. They were transformed into cosy living rooms on the high street, filled with colour-coordinated staff offering free coffee and friendly advice. The real profit-making was driven underground. When it now raises its ugly head - in the form of fees and commissions - customers are surprised and, sometimes, outraged.