Which UK Bank has the worst 'reputation/image'

rb10

pmduk wrote: »

To be honest, while many people are critical of RBS Group, I feel their crisis management handling of last year's IT meltdown was pretty good on the whole. There was some confusion in the early hours of the problem, but they made huge efforts to help customers overcome their problems. (I realise Ulster Bank customers may disagree strongly with this.)

It's rather better not to have such a disaster in the first place, or at least to resolve it in the space of hours rather than weeks.

And their day-to-day customer service is worse than poor, evidenced by the fact that they kept missing their self-set 'customer charter' targets.

ses6jwg

Morally it should be Barclays or HSBC IMO.

Thrugelmir

This article neatly captures the way banking changed in the lead up to the GFC.

The Worst Bank in the World? HBOS’s Calamitous Seven Year Life

http://www.ianfraser.org/the-worst-bank-in-the-world-hboss-calamitous-seven-year-life/

pmduk

rb10 wrote: »

It's rather better not to have such a disaster in the first place, or at least to resolve it in the space of hours rather than weeks.

Of course and when you invent computer systems that never crash you'll be a millionaire. In the real world few, if any companies, are immune from system crashes. Look at the NHS IT debacle. My point remains, the way RBS dealt with the crisis was pretty text book.

As for missing their own customer service targets, it's easy to criticise them for this, whilst ignoring the fact that few other banks even have these targets.

rb10

pmduk wrote: »

Of course and when you invent computer systems that never crash you'll be a millionaire. In the real world few, if any companies, are immune from system crashes. Look at the NHS IT debacle. My point remains, the way RBS dealt with the crisis was pretty text book.

Most companies' IT system crashes don't last a month. That's not a text book way of dealing with the crash.

I agree that they dealt with customers unusually well, but they didn't deal well with the underlying problem.

pmduk wrote: »

As for missing their own customer service targets, it's easy to criticise them for this, whilst ignoring the fact that few other banks even have these targets.

Natwest set up the customer charter because they realised their customer service was falling behind that of most competitors.

They thought this would bring them in line with other banks. It failed.

Thrugelmir

rb10 wrote: »

Natwest set up the customer charter because they realised their customer service was falling behind that of most competitors.

Top organisation for customer service is John Lewis. Unlike the banks none of their services are free. You pay for what you get.

System

IMHO, I would say Barclays or RBS.

• The former keep getting fined for various issues and have never seem to win any financial awards.
• The latter almost bankrupted the UK, was involved in various scandals and then had that massive IT issue.

baby_frogmella

You-kip wrote: »

Worst Reputation must be First Direct because it wins Customer service every year which to me indicate or wonder why everyone's on the phone to them.
Obviously they're messing something up.

Even in the age of internet banking you do know that FD are primarily a telephone based bank right?