Halifax have the worst customer service of all banks.

kenshaz

Moonbeam thank-you for that honest response,they know that they have a problem ,and yes it does depend upon who you get on the end of the phone ,correct attitude and understanding of the customers point of view and sometimes frustration ,also they need to allow their staff to make decisions without fear .

kenshaz

masonic wrote: »

70% of moneysavers disagree with you on that point. I hope you are not going to go to the trouble of putting up a poll, then ignore the outcome, kenshaz.

If 30% of my customers felt unhappy I would be concerned and if they rated me at the lowest level I would have a problem.100% satisfaction is the goal,and I am sure that HBOS agree.
I hope that now the purpose of my poll is evident.
I believe that this site has an educated audience and whilst some are happy,the marketing and policy makers ,and those who train staff should take heed and if by chance senior management is online,they should read some of the posts and I welcome others to add their experiences.
I believe that if you have one dissatisfied customer then you have failed,find out why and address it,and why should we not expect high standards.

masonic

kenshaz wrote: »

I believe that this site has an educated audience and whilst some are happy,the marketing and policy makers ,and those who train staff should take heed and if by chance senior management is online,they should read some of the posts and I welcome others to add their experiences.

If you want those in a position to do something to 'take heed', it might be better to tackle exactly what you think is wrong, rather than levelling a general "worst customer service" accusation at them. Suggesting what's wrong and what you think they should change etc. is far more constructive than proclaiming they're terrible for some reason known only to you. So maybe you could start the ball rolling, kenshaz, and explain exactly what it is Halifax have done to you that annoys you enough for you to continually slate them on these boards?

Mark7799

kenshaz wrote: »

I believe that if you have one dissatisfied customer then you have failed,find out why and address it,and why should we not expect high standards.

But what do you do if you find out that that one dissatisfied customer has totally unrealistic expectations of the level of service they expect to receive or the price they expect to pay for it.

NOTE - to avoid a slanging match, this is a hypothetical example. If a customer A says bank XYZ gives poor service because they don't open 24/7 and won't give me an interest free overdraft on demand would everything change to that level or is there a point where the Bank should accept they cannot please all of the people all of the time?

Moonbeam

Mark7799 wrote: »

But what do you do if you find out that that one dissatisfied customer has totally unrealistic expectations of the level of service they expect to receive or the price they expect to pay for it.

NOTE - to avoid a slanging match, this is a hypothetical example. If a customer A says bank XYZ gives poor service because they don't open 24/7 and won't give me an interest free overdraft on demand would everything change to that level or is there a point where the Bank should accept they cannot please all of the people all of the time?

I completely agree - some (thankfully not all) customers do have really unrealistic expectations and at times I've practically suggested that they move to another bank as we clearly could never meet their exacting standards. I think we have to recognise that there is a limit to our customer service and that we are not there just to give in to every customers whim - I think that consistency plays a key part in good customer service and I would say this is an area where most big banks need to look at what they are doing - everyone should have the same answers to the same questions and as we've seen time and time again on this site even people who work for the same organisation often give different answers.

kenshaz

Most consumers expect high standards not unrealistic expectations ,and I would be very unhappy if an employee suggested that I seek another bank with higher standards.Unrealistic expectations was introduced by yourself.

I would most certainly make an official complaint and I am sure that it is not official policy to encourage those who are unhappy with service to leave .

My expectations are within the banking code(voluntary) and the terms and conditions no more or less.I also expect banks to remain within the data protection and money laundering legislation and not be over zealous in their interpretation to the detriment and inconvenience and civil liberties of their customers.

I suggest that if you ever go for assessment that you refrain from mentioning that you suggest that those with expectations find another bank.

kenshaz

Ted_Bloke wrote: »

I do have a lot of bank accounts to compare. Cannot say Halifax have ever damaged me but somehow everything you do with them is more slow more drawn out more complicated more hassle and a bit harder to understand, e.g. getting the right product or any at all, e.g. their security checks and their ID verifications longer and less efficient than others. On the rare occasions I go to my branch more often than not I give up because of the long long wait to do anything. This is despite their having moved into bigger premises, the previous one was comically inadequate, crummy and bursting-at-seams with nevertheless a long queue outside.

I thought they were no longer officially called Halifax but HBOS, however I just looked up and there is no trace of this on their logo etc. For the private client this hookup seems to have made little difference, there seems little synergy, maybe some for the business client or for High Finance? Altogether for good or bad Halifax in its style seems still to carry the heritage and weight of its origins as a provincial Building Society which it has never quite emerged from.

I think that Ted Bloke highlighted a few points that show that over zealous interpretation is counter productive in customer services.

regularsaver1

kenshaz wrote: »

Most consumers expect high standards not unrealistic expectations ,and I would be very unhappy if an employee suggested that I seek another bank with higher standards.Unrealistic expectations was introduced by yourself.

I would most certainly make an official complaint and I am sure that it is not official policy to encourage those who are unhappy with service to leave .

My expectations are within the banking code(voluntary) and the terms and conditions no more or less.I also expect banks to remain within the data protection and money laundering legislation and not be over zealous in their interpretation to the detriment and inconvenience and civil liberties of their customers.

I suggest that if you ever go for assessment that you refrain from mentioning that you suggest that those with expectations find another bank.

Yes but sometimes you can never please people. sounds like you could be one of them

if someone is rude they can close your account anyway

Moonbeam

kenshaz wrote: »

Most consumers expect high standards not unrealistic expectations ,and I would be very unhappy if an employee suggested that I seek another bank with higher standards.Unrealistic expectations was introduced by yourself.

I would most certainly make an official complaint and I am sure that it is not official policy to encourage those who are unhappy with service to leave .

My expectations are within the banking code(voluntary) and the terms and conditions no more or less.I also expect banks to remain within the data protection and money laundering legislation and not be over zealous in their interpretation to the detriment and inconvenience and civil liberties of their customers.

I suggest that if you ever go for assessment that you refrain from mentioning that you suggest that those with expectations find another bank.

I think you've misread and misunderstood my post - just looking at the problem of customer service from both sides no need to get your knickers in a twist

janthemum

Ive had experiance of loads of banks Biggles and Halifax are C***. No Customer serice. Rude. No one go with them.