Which is the best/worst customer service bank?' poll discussion

Former_MSE_Lawrence

Poll between 15-22 February 2011:

Which is the best/worst customer service bank?

Every three months we ask for your customer services experiences with big banks; it's that time again, so how've they been recently?

Please vote based on CUSTOMER SERVICE, not rate, on your MAIN CURRENT ACCOUNT over the LAST THREE MONTHS.

Barclays Bank

I’m usually in-credit – GREAT service in last 3 months - 242 votes (31%)
I’m usually in-credit – OK service in last 3 months - 246 votes (32%)
I’m usually in-credit – POOR service in last 3 months - 98 votes (13%)
I’m usually overdrawn – GREAT service in last 3 months - 62 votes (8%)
I’m usually overdrawn – OK service in last 3 months - 80 votes (10%)
I’m usually overdrawn – POOR service in last 3 months - 49 votes (6%)

Co-Op Bank

I’m usually in-credit – GREAT service in last 3 months - 302 votes (72%)
I’m usually in-credit – OK service in last 3 months - 54 votes (13%)
I’m usually in-credit – POOR service in last 3 months - 15 votes (4%)
I’m usually overdrawn – GREAT service in last 3 months - 34 votes (8%)
I’m usually overdrawn – OK service in last 3 months - 9 votes (2%)
I’m usually overdrawn – POOR service in last 3 months - 8 votes (2%)

First Direct

I'm usually in-credit – GREAT service in last 3 months - 531 votes (79%)
I'm usually in-credit – OK service in last 3 months - 42 votes (6%)
I'm usually in-credit – POOR service in last 3 months - 11 votes (2%)
I’m usually overdrawn – GREAT service in last 3 months - 66 votes (10%)
I’m usually overdrawn – OK service in last 3 months - 14 votes (2%)
I’m usually overdrawn – POOR service in last 3 months - 10 votes (1%)

Halifax Bank of Scotland

I’m usually in-credit – GREAT service in last 3 months - 246 votes (29%)
I’m usually in-credit – OK service in last 3 months - 318 votes (37%)
I’m usually in-credit – POOR service in last 3 months - 117 votes (14%)
I’m usually overdrawn – GREAT service in last 3 months - 45 votes (5%)
I’m usually overdrawn – OK service in last 3 months - 65 votes (8%)
I’m usually overdrawn – POOR service in last 3 months - 59 votes (7%)

HSBC

I’m usually in-credit – GREAT service in last 3 months - 240 votes (32%)
I’m usually in-credit – OK service in last 3 months - 254 votes (34%)
I’m usually in-credit – POOR service in last 3 months - 76 votes (10%)
I’m usually overdrawn – GREAT service in last 3 months - 55 votes (7%)
I’m usually overdrawn – OK service in last 3 months - 61 votes (8%)
I’m usually overdrawn – POOR service in last 3 months - 59 votes (8%)

Lloyds

I’m usually in-credit – GREAT service in last 3 months - 316 votes (32%)
I’m usually in-credit – OK service in last 3 months - 318 votes (32%)
I’m usually in-credit – POOR service in last 3 months - 115 votes (11%)
I’m usually overdrawn – GREAT service in last 3 months - 61 votes (6%)
I’m usually overdrawn – OK service in last 3 months - 104 votes (10%)
I’m usually overdrawn – POOR service in last 3 months - 88 votes (9%)

Metro Bank

I’m usually in-credit – GREAT service in last 3 months - 9 votes (31%)
I’m usually in-credit – OK service in last 3 months - 7 votes (24%)
I’m usually in-credit – POOR service in last 3 months - 4 votes (14%)
I’m usually overdrawn – GREAT service in last 3 months - 2 votes (7%)
I’m usually overdrawn – OK service in last 3 months - 1 votes (3%)
I’m usually overdrawn – POOR service in last 3 months - 6 votes (21%)

Nationwide

I’m usually in-credit – GREAT service in last 3 months - 282 votes (40%)
I’m usually in-credit – OK service in last 3 months - 251 votes (36%)
I’m usually in-credit – POOR service in last 3 months - 65 votes (9%)
I’m usually overdrawn – GREAT service in last 3 months - 49 votes (7%)
I’m usually overdrawn – OK service in last 3 months - 39 votes (6%)
I’m usually overdrawn – POOR service in last 3 months - 15 votes (2%)

Natwest & Royal Bank of Scotland

I’m usually in-credit – GREAT service in last 3 months - 375 votes (31%)
I’m usually in-credit – OK service in last 3 months - 365 votes (30%)
I’m usually in-credit – POOR service in last 3 months - 158 votes (13%)
I’m usually overdrawn – GREAT service in last 3 months - 119 votes (10%)
I’m usually overdrawn – OK service in last 3 months - 113 votes (9%)
I’m usually overdrawn – POOR service in last 3 months - 70 votes (6%)

Santander and Alliance & Leicester

I’m usually in-credit – GREAT service in last 3 months - 295 votes (18%)
I’m usually in-credit – OK service in last 3 months - 477 votes (29%)
I’m usually in-credit – POOR service in last 3 months - 527 votes (32%)
I’m usually overdrawn – GREAT service in last 3 months - 84 votes (5%)
I’m usually overdrawn – OK service in last 3 months - 97 votes (6%)
I’m usually overdrawn – POOR service in last 3 months - 147 votes (9%)

This vote has now closed, but you can still click 'post reply' to discuss below. Thanks

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newleaf

I bank with the Halifax and in my opinion things have changed for the worse since they were taken over by Lloyds TSB. When my finances are sorted out later this year I will be considering changing to another bank.

deptfreemoneytart

I changed from Santander in Nov./Dec. 2010 due to very, very bad service.
I changed to the Halifax as last year they were voted second best, I requested that Halifax transferred all my accounts, current, savings,credit card and ISA's.
I've ended up having to chase all the individual dept's as they all managed to not comply with instructions and also not do things within their own stated timeline. I had to phone all the companies I had direct debits with even after they had appeared to be finalised on my online account. It took 3 months to transfer 3 ISA's and this only happened after I chased them and some of their staff lying to me about when things would be done. They lost paperwork I'd signed and sent to them, then after me complaining again miraculously found it.
They even gave me £15 compensation without me asking for it, that's how bad they knew they'd been.

I would have gone to First Direct, but their deals are only for new customers and I was a customer of theirs over 10 years ago and they still had my address on their system's.

redglass_2

I phoned Santander yesterday about something that had been promised but hadn't been done (usual story). Spoke to someone in an Irish call centre and she couldn't have been more helpful, friendly and (as far as I know) efficient - we shall see when the promised paperwork either arrives or doesn't arrive! I felt sorry for this woman - she was so good with me yet Santander gets such bad ratings for customer service. The sad fact is that it usually deserves them.

happyinflorida

Interesting to see that the bank that is spending millions on adverts stating they aim to give great customer service is actually getting the highest score for poor service whilst in credit!

That's Natwest for you!

zhivago

Been with the Coop for a v long time and for most of that time they have been brilliant - but of late they've slipped. Didn't draw the attention of their customers to the derisory interest - particularly on ISA's that led me to transfer it and a major part of my current account to, would you believe, the Barnsley BS internet - they are seriously brilliant + best customer care I have ever come across + interest.
My daughter has also been with the Coop some time but recently had a prob with internet fraud. Coop are taking forever to sort + you can no longer e-mail or phone direct their fraud section so you have no idea what, if anything, is happening - which is very little it seems whilst money continues to disappear from her account!
It's time to take a serious look at your operation Coop and get back on track before more loyal customers desert with their cash!

Gibbsy1001

I bank on line with Nationwide which allows me to control my finances in my own time. On the odd occasion that I have to go into a branch in my lunch hour I have always found only 1 counter open and a long queue of very frustrated customers practically out of the door. I recently opened an on line e-ISA account and needed to close my old ISA and withdraw the balance. Having waited for over 40 minutes I asked for this to be done but was, at no time, asked why I wanted to close the account, offered an apology for the delay in waiting or asked if they could offer an alternative account/service. I telephoned the complaints department on my way back to work about the lack of staff at lunchtimes and the apparent couldn't care less attitude of account closures. Two weeks later I returned in my lunch hour to withdraw cash from the internal cash machine to see 2 counters manned and customer services covered as well. I'm not sure this is all down to 1 complaint but it's nice to see that they do listen and take action...well done Nationwide!

minerva_windsong

I'm with Halifax, in credit, and I find their customer service OK. But then I don't go into the branch that much and generally prefer to be 'left to it' so to speak.

Bazey

Co-Op Bank

I’m usually in-credit – GREAT service in last 3 months

ratkarth

i was very happy with santander
then went in branch today and told that from now on ill pay 50p a day instead of the minimal intrest i do at the moment for using my authorized overdraft. unfortunately i need an overdraft as am self employed so rely on this when people are late paying me

so after 8 years i will be leaving them

mindymoo1

I have had an internet account with Santander for just under a year. I had major issues with being unable to access the cash because all my paperwork with log in passwords never arrived, I ordered 2 more sets and 2 further sets in store (having waited at least 2 weeks to allow delivery before I decided to give up and leave the money there until the interest bonus for the first year ends.
None of the members of staff were that interested or bothered, good job I didn't need my money urgently!

Seeing as it's now coming up to the year anniversary I called on the 14th Jan to get more passwords sent out - because they can only close the account over the phone if it has a zero balance. Is this a new thing because I've never heard of this before!! So 2 weeks later I've not received anything (not that I was expecting it to by past experience) so I phoned back up to see if there was a problem and I was told I should allow 14 days for delivery. Okay...maybe 14 working days then??? So after another week of waiting still nothing so I phoned again. Once again I was told they were on the way. I also asked why , with all the difficulties I was having getting passwords only so I could close my account there is no flexability on the account having to have a zero balance. To be honest the chap I was speaking to sounded worn out and deflated. I never got a reason why. He just re-iterated that they would arrive.

I certainly didn't hold my breath.

And low and behold another week with no passwords. I asked to speak to a supervisor and I got through to customer complaints. As it happened my passwords weren't on the way because my address had been 'stopped'. Great! The girl I spoke to was lovely, apologetic, sorted it all out for me as quick as she was able, said she will log my dissatisfaction and arranged for passwords to be sent out.... and I've received the first one!!!!! I certainly got the impression that the customer service staff were not as bored than last year and were very helpful.

Unfortuntely I find it silly that a bank the size of Santander has very little/ no flexability and surely if you can close an internet account over the phone surely they should be able to clear the balance??!! This leads to immense frustration which some people decide to take out on the customer service staff. And maybe I'd be one of them if it meant I couldn't eat/ pay rent/ mortgage or whatever...Santander could be a bit more flexable. I just wonder if, when I clear my balance I'm not allowed to close the account online but have to phone up to do it!!

For the record I've had impeccable service from HSBC since I had a Griffin Savers account as a kid.