MSE News: The best and worst banks: First Direct tops the table and Barclays gets...

GooliesOfFire

I've been with Nationwide BS for years and cannot fault them.
Also Norwich & Peterborough BS customer service was always very good.

I don't like banks, I have quite bad experiences with them, main offenders - Halifax, LloydsTSB, Santander. I'll stay with building societies, thanks.

What surprises me is the difference in results within same bank.
First Direct (HSBC) 1st place
HSBC 12th place with shocking result

EDIT: Ok, I was not entirely fair with my comment above. I've had quite good experience with Barclaycard. I've been with them for many years and never had any problems with them. Customer service in my case was good. I've got Barclaycard Simplicity 6.8% APR card with them and I'm very happy with it.

meer53

Why are you surprised by the difference between HSBC and First Direct ? They operate as 2 completely separate banks.

baby_frogmella

GooliesOfFire wrote: »

What surprises me is the difference in results within same bank.
First Direct (HSBC) 1st place
HSBC 12th place with shocking result

FD and HSBC are not the same bank, they are run as separate divisions even though FD is part of the HSBC group.

EDIT: meer53 beat me to it

GooliesOfFire

Ok then. I thought it was the same bank.

EarthBoy

baby_frogmella wrote: »

FD and HSBC are not the same bank, they are run as separate divisions even though FD is part of the HSBC group.

Legally, they are the same bank. First Direct is run independently as a separate division of HSBC Bank plc, but it isn't registered as a separate limited company. On their website it says "first direct is a division of HSBC Bank plc."

[Deleted User]

~Brock~ wrote: »

as a Barclays customer of 26 years (the bottom ranked bank) I actually find their service absolutely first rate

Just you wait until they "modernise" your local branch. You'll have a load of machines that don't work, and one sad-looking guy wandering around with an iPad in the foyer, looking lost and trying not to make eye contact with anyone.

meer53

EarthBoy wrote: »

Legally, they are the same bank. First Direct is run independently as a separate division of HSBC Bank plc, but it isn't registered as a separate limited company. On their website it says "first direct is a division of HSBC Bank plc."

Different staff/management, different procedures, different products. Explains the difference in customer service.

Bloomberg

MSE_Helen wrote: »

More than 90% of First Direct's current account customers rate its service as 'great', compared to 39% at Barclays...

Read the full story:

The best and worst banks: First Direct tops the table and Barclays gets the wooden spoon




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I have heard some very good things from my sister and friends about First Direct. Their high rating doesn't really come as a surprise. What does surprise me is that Barclays has such a low satisfaction rate. I use them and have been very impressed with every part of their service. Their mobile and iPad apps are in my opinion first class. They have a lot of ultra modern branches and have always been very innovative. They seem to always be first off the mark with new products and ideas.



On their mobile app you can cancel lost and stolen cards as well as call them directly from the app without the need for further verification. They are also trialling a feature which enables customers to pay in cheques with their smartphones - very cutting edge. You can now also cancel direct debits from your mobile. In my opinion there hasn't been a great deal to complain about.

meer53

Bloomberg wrote: »

I have heard some very good things from my sister and friends about First Direct. Their high rating doesn't really come as a surprise. What does surprise me is that Barclays has such a low satisfaction rate. I use them and have been very impressed with every part of their service. Their mobile and iPad apps are in my opinion first class. They have a lot of ultra modern branches and have always been very innovative. They seem to always be first off the mark with new products and ideas.



On their mobile app you can cancel lost and stolen cards as well as call them directly from the app without the need for further verification. They are also trialling a feature which enables customers to pay in cheques with their smartphones - very cutting edge. You can now also cancel direct debits from your mobile. In my opinion there hasn't been a great deal to complain about.

Maybe some people just prefer to speak to someone ? Not everyone likes to use mobiles for their banking.

Bloomberg

meer53 wrote: »

Maybe some people just prefer to speak to someone ? Not everyone likes to use mobiles for their banking.

When there is a problem it is nice to speak with a person which is probably why First Direct are so popular. For day to day banking such as bill payments, money transfers and balance checks many people use mobile banking.