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  • FIRST POST
    • MSE Ben
    • By MSE Ben 10th Aug 17, 12:09 PM
    • 38Posts
    • 4Thanks
    MSE Ben
    MSE News: RBS bottom in our banking poll as First Direct remains top
    • #1
    • 10th Aug 17, 12:09 PM
    MSE News: RBS bottom in our banking poll as First Direct remains top 10th Aug 17 at 12:09 PM
    First Direct remains top of our banking table for customer service, while RBS has ranked bottom...
    Read the full story:
    'RBS bottom in our banking poll as First Direct remains top'

    Click reply below to discuss. If you haven’t already, join the forum to reply. If you aren’t sure how it all works, read our New to Forum? Intro Guide.
    Last edited by MSE Luke; 10-08-2017 at 1:30 PM.
Page 1
    • eskbanker
    • By eskbanker 10th Aug 17, 12:36 PM
    • 5,466 Posts
    • 5,269 Thanks
    eskbanker
    • #2
    • 10th Aug 17, 12:36 PM
    Confirmation bias
    • #2
    • 10th Aug 17, 12:36 PM
    According to the detailed results of this poll, there were more votes for First Direct than any other institution (more than Barclays and Lloyds combined for example) except Santander 123, but I'd be amazed if their share of the current account market was anywhere near the top five.

    I know this sort of thing is really just a bit of fun but anyone who takes them seriously should be aware of how these flawed polls are so heavily distorted by a vocal minority (however happy they may be)....

    Roll on the introduction of a genuine and impartial approach to measuring service!
    • Heng Leng
    • By Heng Leng 10th Aug 17, 12:57 PM
    • 4,100 Posts
    • 1,254 Thanks
    Heng Leng
    • #3
    • 10th Aug 17, 12:57 PM
    • #3
    • 10th Aug 17, 12:57 PM
    They also strangely separate the Halifax Reward (from other Halifax accounts) when this is their only free account you can apply for.

    I wonder if there was surge of First Direct staff on MSE during voting
    • Caddyman
    • By Caddyman 10th Aug 17, 2:08 PM
    • 203 Posts
    • 116 Thanks
    Caddyman
    • #4
    • 10th Aug 17, 2:08 PM
    • #4
    • 10th Aug 17, 2:08 PM
    Never been a customer of First Direct, so couldn't comment.

    I've had a Lloyds account since 2010 and to be honest, had no issues with them. I also have accounts with both Nationwide and more recently, TSB. Nationwide in my opinion, are superb, never ever had an issue with them. I've got one of their Flex Direct packaged accounts with Travel Insurance, car breakdown etc and it suits me and 'er indoors just great.

    As for TSB, early days yet. I've only just switched to them from M&S bank using the MSE link and TSB have just very kindly given me £130 of completely free money for a totally hassle free switch! How nice of them! However, so far, so good!

    I left M&S because of their truly appalling banking App, which was at the time, virtually useless to man and beast. They have just, in the last week or so, completely updated the App apparently, so that it is as useful as the other major banks. From a daily banking experience, M&S Bank were ok and I'd switch back to them again if the deal was right. It was just the mobile banking, it was truly awful. Why they ever launched a fully fledged bank account without providing a proper functional banking App, is anyones guess!

    I have a friend of mine who constantly whinges and moans about his bank, but to be fair, I know his financial situation and he's moaning because he is fiscally incompetent and cannot manage his personal finances. It is of course his banks fault lol!
    • jamie_02
    • By jamie_02 10th Aug 17, 7:11 PM
    • 86 Posts
    • 49 Thanks
    jamie_02
    • #5
    • 10th Aug 17, 7:11 PM
    • #5
    • 10th Aug 17, 7:11 PM
    So 29 people voted RBS as 'poor'. 29 people, out of how many tens of millions of customers they have?
    • eskbanker
    • By eskbanker 10th Aug 17, 8:36 PM
    • 5,466 Posts
    • 5,269 Thanks
    eskbanker
    • #6
    • 10th Aug 17, 8:36 PM
    • #6
    • 10th Aug 17, 8:36 PM
    So 29 people voted RBS as 'poor'. 29 people, out of how many tens of millions of customers they have?
    Originally posted by jamie_02
    I'd be surprised if they have tens of millions of customers, although many like to think they have tens of millions of 'shareholders', aka taxpayers.

    To be fair, that 29 is out of the 139 RBS customers who could be bothered to vote, but that's my main point, that those who choose to do so shouldn't be seen as representative, in the same way that First Direct (in my experience anyway) shouldn't be held up as the ultimate answer to the country's banking needs just because of an enthusiastic posse of customers who use MSE more than most.

    The high response rates for of FD (and Santander 123) on an MSE poll can't be entirely unrelated to the promotion these banks have received on this site....
    • colsten
    • By colsten 10th Aug 17, 9:37 PM
    • 8,717 Posts
    • 7,369 Thanks
    colsten
    • #7
    • 10th Aug 17, 9:37 PM
    • #7
    • 10th Aug 17, 9:37 PM

    I left M&S because of their truly appalling banking App, which was at the time, virtually useless to man and beast. They have just, in the last week or so, completely updated the App apparently, so that it is as useful as the other major banks.
    Originally posted by Caddyman
    The new M&S app is literally as useless as the old one. It isn't even remotely like any of the apps of other banks - not even like the HSBC or FD one.
    • Caddyman
    • By Caddyman 10th Aug 17, 10:51 PM
    • 203 Posts
    • 116 Thanks
    Caddyman
    • #8
    • 10th Aug 17, 10:51 PM
    • #8
    • 10th Aug 17, 10:51 PM
    The new M&S app is literally as useless as the old one. It isn't even remotely like any of the apps of other banks - not even like the HSBC or FD one.
    Originally posted by colsten
    Thank you for putting me straight on that one! I don't feel at all guilty then about leaving and jumping ship to TSB!

    I cannot understand why M&S Bank who are owned by HSBC, don't just use a customised version of the HSBC Banking App, which I'm assuming is a proper App that is usable? Odd that.......
    • MABLE
    • By MABLE 11th Aug 17, 5:50 PM
    • 3,283 Posts
    • 1,747 Thanks
    MABLE
    • #9
    • 11th Aug 17, 5:50 PM
    • #9
    • 11th Aug 17, 5:50 PM
    Been with Lloyds Bank since 1984 and found them to be really good. The only issue I had was in early 1984 when I wanted to make my £150 overdraft facility permanent. The assistant manager said ok with him but the manager did not like me so was rejected. How times have moved on. Also Nationwide brilliant.
    • gadgetmind
    • By gadgetmind 11th Aug 17, 8:04 PM
    • 10,604 Posts
    • 8,387 Thanks
    gadgetmind
    I have my RBS bank manager's mobile number and he calls me from time to time to check the service is OK.

    Lloyds in the past "requested" that I provide personal guarantees for some business borrowing and once this was in place immediately foreclosed!
    I am not a financial adviser and neither do I play one on television. I might occasionally give bad advice but at least it's free.

    Like all religions, the Faith of the Invisible Pink Unicorns is based upon both logic and faith. We have faith that they are pink; we logically know that they are invisible because we can't see them.
    • GingerFurball
    • By GingerFurball 12th Aug 17, 9:46 AM
    • 937 Posts
    • 885 Thanks
    GingerFurball
    First Direct are anecdotally rubbish.
    DEBT FREE!

    Debt free by Xmas 2014: £3555.67/£4805.67 (73.99%)
    Debt free by Xmas 2015: £1250/£1250 (100.00%)
    • jamie_02
    • By jamie_02 12th Aug 17, 11:09 AM
    • 86 Posts
    • 49 Thanks
    jamie_02
    God I hate First Direct. My current account with them is a zombie account purely to pay off a cheap loan I have there.
    • miller
    • By miller 12th Aug 17, 11:18 AM
    • 1,184 Posts
    • 394 Thanks
    miller
    Been with Lloyds Bank since 1984 and found them to be really good. The only issue I had was in early 1984 when I wanted to make my £150 overdraft facility permanent. The assistant manager said ok with him but the manager did not like me so was rejected. How times have moved on. Also Nationwide brilliant.
    Originally posted by MABLE
    Instead now you get "Computer Says No", which I suppose it at least consistent and not based on personalities. Though you may have got "Computer Says Yes" of course if it hadn't been for that manager.
    • patman99
    • By patman99 13th Aug 17, 1:02 PM
    • 8,018 Posts
    • 9,445 Thanks
    patman99
    My main bank is NatWest. I no longer bother going into the main Colchester branch as they have replaced proper human tellers with machines.

    Barclays have done the same. Might explain why the Metro Bank branch that opened year back is so popular.

    I have accounts at Barclays (a zombie account purely for the free Kaspersky antivirus), TSB (never been in branch but use this for my EF), and Metro (where my 3-6 month EF sits).
    Never Knowingly Understood.

    Member #1 of £1,000 challenge - £244/ £1000 (that's 24.4%)

    3-6 month EF £240.61/£3600 (that's 4 days worth)

    Do you/your spouse earn less than £197 p/w ?. Fill-in Form R85 and get your Bank interest Tax free.
    • Mchambers
    • By Mchambers 13th Aug 17, 2:00 PM
    • 301 Posts
    • 121 Thanks
    Mchambers
    I am amazed that RBS have beaten Barclays to bottom spot. Maybe 'Jessy' got some of his staff to vote to make sure the 'Go-To' bank did not get last place.

    Like others, I have a zombie account with Barclays so that I can get Kapersky each year.
    • JuicyJesus
    • By JuicyJesus 13th Aug 17, 3:21 PM
    • 2,928 Posts
    • 3,009 Thanks
    JuicyJesus
    First Direct are anecdotally rubbish.
    Originally posted by GingerFurball
    They're not as great as they're cracked up to be. Competent, sure, but also downright rude on occasion. I got the distinct impression that I wasn't considered "their" type of customer so I got the absolute bare minimum in the way of service, and never could see why everyone raves about them as they do.

    Frankly, I'm with Nationwide now, and have no need to call anyone or go into a branch except in a dire emergency, and I'm quite happy with that.
    urs sinserly,
    ~~joosy jeezus~~
    • djpailo
    • By djpailo 13th Aug 17, 6:22 PM
    • 360 Posts
    • 118 Thanks
    djpailo
    Generally I've not had any issues with any banks thus far. Been quite lucky but I also try to be as polite as possible on the phone.
    • Dewpoint
    • By Dewpoint 16th Aug 17, 7:07 AM
    • 88 Posts
    • 23 Thanks
    Dewpoint
    From First-hand experience I've found First Direct total rubbish. Their delays robbed me of 1% extra interest on savings, and their response to account problems was abysmal. I suspect the fact that MSE get paid to advertise this bank completely devalues any poll it conducts.
    Nationwide - again from personal experience - is way ahead of FD in my opinion.
    I suppose if you keep on asking the same people the same questions over the same banks you will always get the same results.
    The MSE used to be a source of information you could trust - but no longer. Sadly, it too has succumbed to the lure of advertising money.
    • eskbanker
    • By eskbanker 16th Aug 17, 9:20 AM
    • 5,466 Posts
    • 5,269 Thanks
    eskbanker
    From First-hand experience I've found First Direct total rubbish. Their delays robbed me of 1% extra interest on savings, and their response to account problems was abysmal. I suspect the fact that MSE get paid to advertise this bank completely devalues any poll it conducts.
    Nationwide - again from personal experience - is way ahead of FD in my opinion.
    I suppose if you keep on asking the same people the same questions over the same banks you will always get the same results.
    The MSE used to be a source of information you could trust - but no longer. Sadly, it too has succumbed to the lure of advertising money.
    Originally posted by Dewpoint
    It's not a fact that "MSE get paid to advertise this bank" as MSE doesn't take advertising as such, as per http://www.moneysavingexpert.com/site/moneysavingexpert-finance

    Granted the line becomes a bit blurry when affiliate links are involved but they're adamant that this doesn't influence their editorial stance and to be fair the situation is much the same as it was exactly ten years ago: https://web.archive.org/web/20070816223827/http://www.moneysavingexpert.com/site/moneysavingexpert-finance
    • Dewpoint
    • By Dewpoint 16th Aug 17, 11:12 AM
    • 88 Posts
    • 23 Thanks
    Dewpoint
    It's not a fact that "MSE get paid to advertise this bank" as MSE doesn't take advertising as such, as per http://www.moneysavingexpert.com/site/moneysavingexpert-finance

    Granted the line becomes a bit blurry when affiliate links are involved but they're adamant that this doesn't influence their editorial stance and to be fair the situation is much the same as it was exactly ten years ago: https://web.archive.org/web/20070816223827/http://www.moneysavingexpert.com/site/moneysavingexpert-finance
    Originally posted by eskbanker
    Come on - you can kid some people all of the time etc, but others see through this smokescreen and the feeble defence MSE puts up to distance itself from advertising. The truth is they push First Direct for all their might because they get lots of revenue from it. Anyone with half a brain can see through through this charade.
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