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UK banks that use british-based call centres

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There was a while back advertising for a bank whose USP at that time was that didn't outsource it's call centres. I've forgotten which is it.

I am now considering moving bank (long story!) after a series of errors and mistakes that the bank had made. It shall remain unnamed. The turning point for me, was during an call received by an outsourced call centre the person I was speaking to blocked my every attempt to be put through to complaints. After politely asking 3 or 4 times, I started counting out loud. "ok, that's five times I've had to ask"," please can you let me know when you will transfer me through to complaints? - that's the sixth time" "would you please put me through to complaints - that's a seventh time".

Each time the customer service agent ignored my request and suggested another department I might like to speak to. I think they have been told by their management NOT to transfer any calls through to complaints, but to put the customer somewhere else - anywhere else.

So I'd like to move my bank account. Can anyone recommend somewhere, preferably that does not outsource calls?

Thanks!

(and if this question is in the wrong section, please let me know and I'll move it, ta)
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Comments

  • James
    James Posts: 2,059 Forumite
    Part of the Furniture 1,000 Posts Combo Breaker
    Nationwide
  • Blue_Lou
    Blue_Lou Posts: 165 Forumite
    Alliance + Leicester are based in Liverpool + Leeds
  • _Andy_
    _Andy_ Posts: 11,150 Forumite
    First Direct
  • eclipse
    eclipse Posts: 55 Forumite
    NatWest - you can actually even talk to someone at your *branch* not just someone at a call centre.
  • As banks go they are one of the lowest forms of life, but they are a necessary evil.

    I am with the Royal Bank Of Scotland (who own / are part of the same group as Natwest, Ulster Bank, and Direct Line / Churchilll / One Account)

    Having been with a few banks I find the Royal Bank Of Scotland reassuringly different:
    They have UK only call centers
    You can call your branch direct
    If you have a business account there is an express business teller
    They have even phoned me to let me know my account was going to be overdrawn in the morning and if I put money in before 3pm there would be no charges.

    DO NOT go with Bank Of Scotland / Halifax - they are evasive when answering questions - they took payment on 6th of June this year of a few thousand from a loan company I got a loan from and cashed the cheque. The loan company had put a wrong reference number on my cheque, so it got lost. It was traced 12 weeks later (after sitting in their suspense account) and they refused to give me the overpaid intrest back >£200.
    I was told they would give me intrest back to the date they processed the transaction by one operative, and then told different by someone else later. As calls are recorded I asked for copies of all calls and they had a change of heart and decided to reconsider the matter, will find out later this week.

    I have had bad experiences with, Halifax / BOS (above), Clydesdale (part of National Australia Group), and First direct - who processed a cheque without a signature and told me 'you don't expect us to check every one do you?' :shocked:

    As things go I would reccomend Natwest / RBS.

    Hope this rant helps.
    baldly going on...
  • kenshaz
    kenshaz Posts: 3,155 Forumite
    Part of the Furniture Combo Breaker
    Yes RBS have advantages ,talk direct to branch ,but their products stink
    [FONT=Arial, Helvetica, sans-serif]To be happy you need to make someone happy.[/FONT]
  • First direct. Call centres are in UK, they offer internet banking, and you can use any branch of HSBC for depositing cheques, etc. I have banked with them for 16 years now and have never had a problem (maybe I'm just lucky, I don't know).
    "Bad planning on your part does not constitute an emergency on my part."
    - Proverb
  • munki_3
    munki_3 Posts: 8 Forumite
    First Direct are a Uk based call centre. I have been with them 3 years and to date yet to have a problem. The best option is to sign up to internet banking and do everything yourself. If you have a problem you can send them an electronic messgage and they generally reply with 24 hrs.

    I previously banked with Halifax and swiftly decided to cancel my account with them when I spoke to an extremley rude member of staff. I wouldnt have minded if I had been at fault but it was a bank error.

    My partner prev banked with Natwest who are absolutely useless. He tried to change his address with them and it has taken 3 months, 5 complaints and £25 worth of compensation later (and they still send mail to his old address).

    I suppose you'll have to just give it a go it's a bit hit and miss with banks nowadays.

    Hope the above helps you when deciding!:D
  • pin
    pin Posts: 4,265 Forumite
    Part of the Furniture Combo Breaker
    This is the upteenth post about UK based called centres, etc.

    Who really cares where the call centre is, as long as the service is good?
    "An eye for an eye leaves the whole world blind" - Mahatma Gandhi
  • Deedee73
    Deedee73 Posts: 604 Forumite
    Part of the Furniture 500 Posts
    I work in a UK call centre, I have difficulty understanding half the people there!
    LOL

    doesn't seem to matter where a call centre is, you will always get some half hearted, can't be bothered to help, dealing with you!
    Sig ah Sig Ahhh
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