Which? - The 10 worst banks for customer service - and the 10 best

GrammarGirl

BASFORDLAD wrote: »

Grammargirl: i know its bit OT but what were you accused of lying about ?, that would blow my top!

Basically, I had gone over my OD limit (terrible, I know. It was during my student days and I was less knowledgeable about these things!). I realised the day it happened and rang HSBC immediately, mainly to apologise! I was mortified and also scared that it would affect my future finances. I transfered money immediately so I was back within the limits, when I rang up the guy told me I would be charged £25. I accepted this but he was a lovely guy and after a chat he said it was clear I knew the penalties for going over my limit, and as it had never happened before, he said he could refund the charge. He told me the charge would be deducted from my account in a few weeks (in the next charging period, I think) but would be immediately credited again. I thanked him profusely and made a mental note never to let it happen again. (Which it never has).

Anyway, a few weeks later the amount went out but didn't go back in. I waited a week with no change then rang HSBC to enquire. The guy I spoke to would not accept my story at all - he was very rude, derogatory ('maybe you had this conversation with another bank, do you have lots of debt, you might go over your limits a lot') and offensive. He then accused me of lying about the agreement (he actually said the words 'I don't think you're being truthful here'). I spoke to a manager who took the exact date and time of my phonecall and went to 'investigate'. He later told me their 'records' proved I had been granted a refund on charges and 2 days later the amount was back in my account.

I just want to say - I completely accept that I was responsible for the charge on my account and I don't think it is my 'right' to a refund for the charge... if HSBC had told me they couldn't refund the money and I had been misinformed, I would've accepted that. The fact that they accused me of lying about it is the real issue.

willo65

Mike1989 wrote: »

Personally it is no surprise that smaller banks are higher on the best customer service list than the larger banks. After all if a few get bad service from a large bank it isn't really going to amtter, but at smaller banks and building societies it does matter.

But personally Halifax are ranked 3rd worst, that for me makes me wonder as the total opposite statistic came out in another survey. Abbey did finish last but Halifax were among the top 5 behind co-op, nationwide and RBS I think. But never had a problem with Halifax and banked with them for the most part of my life since the save 4 it account.

Only just started with barclays but their service to date has been good. So it is very subjective as 15,000 is a minority to say the least. For a small building society or bank, that is probably a big deal.

I think as this survey only included 20 Financial institutions a 10 best and 10 worst wasn't the best way to do it, maybe a 5/5. Because looking at it if some of the banks had a couple of points difference then they could have went from being the worst to the best. There is no inbetween.

storminbalder

rb10 wrote: »

No, it's because current accounts generate more anger and displeasure amongst customers (largely due to the higher level of contact with the bank, so more chances for errors, and due to charges), so, as I went on to say, a higher ratio of current accounts against savings accounts will mean they have a higher proportion of customers that you would expect to be displeased, regardless of the customer service that the bank does or does not provide.

Gotcha.......

TighterThanTwoCoatsOfPain

rb10 wrote: »

No, it's because current accounts generate more anger and displeasure amongst customers (largely due to the higher level of contact with the bank, so more chances for errors, and due to charges), so, as I went on to say, a higher ratio of current accounts against savings accounts will mean they have a higher proportion of customers that you would expect to be displeased, regardless of the customer service that the bank does or does not provide.

I kinda agree... most of the "best" are providers i would associate largly with savings rather than day to day... Not first direct though.. Very much a Current Account bank imo.. Just goes to "prove" :T they are as fab as most people on here (myself included) say they are! :money:

Calchas

I see Barclays performed admirably: they didn't come last!

Abbey must be truly awful!:eek:

PROLIANT

The opinion of whether a bank is good or bad is based on an individuals experience and not that of a majority.
If you are happy with your bank and getting the service you require - you don not complain, however if it is the opposite then you will come on here and complain about it, then everybody jumps on the bandwagon too.
So putting up a list of the "apparently" best and worst banks is misleading and false data.

JOel_2

I switched all my accounts to smile last year. There is no surprise that they are at one of the best. I can phone through and speak to someone who is polite, curtious and helpful, and can understand what I'm saying. Contacting them online is also a doddle. The online banking service is simple, easy to use and fast.

They are very "no frills", and keep the jargon to a minimum. Best move I made switching, they may not have the best rates in some aspects, but the service more than makes up for it.

Joel

chuckley

best = Abbey
Worst = Crapwest

ceebeeby

I'm an Abbey customer - I'm happy with them (for the past 20+ years), but then again, hopefully they're happy with me too. I've had the odd query with them in the past, but they've always resolved it admirably. My only one scrunch point with them is their use of overseas call centres (which technically I have absolutely no objection too!) and how quite often the call operators don't really understand what I'm trying to say, and vice versa, I have quite a lot of difficulty if they're heavily accented.

malcolmcoles

PROLIANT wrote: »

If you are happy with your bank and getting the service you require - you don not complain, however if it is the opposite then you will come on here and complain about it, then everybody jumps on the bandwagon too.
So putting up a list of the "apparently" best and worst banks is misleading and false data.

The first part is true.
But the survey was a proper survey using a representative sample (disclaimer: used to work at which). yes it's of which members, but if you were thinking of switching banks, why would you not rely on this data.
There seems to be a slightly odd attitude there that the survey results of several thousand people should be discounted in favour of a couple of people's individual experiences.