Polite bank staff?
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From reading posts on her bank staff have no authority when it comes to complaints and banks have dedicated complaints/fraud teams. So it's much better and more efficient to complain via telephone/email/letter and contact the relevant people directly for a quicker solution.
Things such as loans as you mentioned are much better to get online because you can compare the different banks and apply for the one with the best rate. When it comes to mortgages there is far more independent information online and if you needed to speak to someone face to face you would probably get a better rate talking to a mortgage broker rather than one specific bank.
Obviously you mention that it's to do with people's preferences but that is slowly changing as people are getting more and more used to technology and how to use it.
Branches can deal with complaints (they may not be able to close it and have to refer it on) and often fraud teams will ask the customer to go into branch with ID.
People do compare online, but then when they find the best deal prefer to go to the actual branch to discuss it further. Often people will go to a certain bank because Martin Lewis has told them to.
You may get a better rate with a broker, but is that free? Does a broker not get paid on commission? Most bank colleagues now don't get paid for targets/sales.0 -
Branches can deal with complaints (they may not be able to close it and have to refer it on) and often fraud teams will ask the customer to go into branch with ID.
People do compare online, but then when they find the best deal prefer to go to the actual branch to discuss it further. Often people will go to a certain bank because Martin Lewis has told them to.
You may get a better rate with a broker, but is that free? Does a broker not get paid on commission? Most bank colleagues now don't get paid for targets/sales.
Exactly my point about complaints they will simply listen to what you say and send it to the complaints team. It's much more efficient to contact the complaints team directly and submit your complaint. Going all the way to the bank yourself is just a waste of time!.
I think your overestimating the number of people who will compare deals online and then go to the bank to talk to someone about it. Credit Cards, Loans, Current Accounts are very basic products and if you know what you want you might as well apply for it at the same time while online. There isn't anything someone in the bank can tell you about a product that isn't stated online.
Also I'm not sure what you mean about Martin Lewis telling people to visit bank branches? Can you give an example of this?. I currently have 6 current accounts and I have only ever visited the branch of one of them in my entire life!. They were all opened online with ease.
Your right a broker won't be free but they should be able to save you more by getting a better rate than what you would pay them. So a broker is a better option than just visiting one bank branch and hoping they will offer the best deal!.0 -
Exactly my point about complaints they will simply listen to what you say and send it to the complaints team. It's much more efficient to contact the complaints team directly and submit your complaint. Going all the way to the bank yourself is just a waste of time!.
I think your overestimating the number of people who will compare deals online and then go to the bank to talk to someone about it. Credit Cards, Loans, Current Accounts are very basic products and if you know what you want you might as well apply for it at the same time while online. There isn't anything someone in the bank can tell you about a product that isn't stated online.
Also I'm not sure what you mean about Martin Lewis telling people to visit bank branches? Can you give an example of this?. I currently have 6 current accounts and I have only ever visited the branch of one of them in my entire life!. They were all opened online with ease.
Your right a broker won't be free but they should be able to save you more by getting a better rate than what you would pay them. So a broker is a better option than just visiting one bank branch and hoping they will offer the best deal!.
So you ring up a complaints department about something such as mis-sold a product and they sort it there and then do they? Instantly pay out without having to investigatge more?
Martin Lewis promotes various methods of making/saving money and trust me it brings people into branches asking about it.
And the broker...well if you've done your research online prior you'd know the branch you were going to was giving you the deal you were wanting to get.0 -
So you ring up a complaints department about something such as mis-sold a product and they sort it there and then do they? Instantly pay out without having to investigatge more?
Martin Lewis promotes various methods of making/saving money and trust me it brings people into branches asking about it.
And the broker...well if you've done your research online prior you'd know the branch you were going to was giving you the deal you were wanting to get.
No the complaints department obviously don't sort it out there and then. But neither do the bank branch, if anything going to the branch slows the process down because they just pass on information they you give them. Just look at PPI complaints, they are all done on the phone or by post.
Also i very much doubt anyone is going to go into a branch to find out more after reading information on this site. All the information is clearly on the banks website and you can apply immediately online, why would anyone visit a branch and waste time like that?.
In regards not using a broker why would someone who has done research online go into the branch when they can just do it online or on the phone?.
All you need to do is look at banks such as Tesco Bank and First Direct that operate without any branches. They have proven that you don't need to visit a branch for financial products and both even offer Mortgages!. Bank branches are redundant and the only reason they still exist is because people are slow to change and accept new ways of doing things, even if it benefits them.0 -
I find it odd how despite only ever visiting one branch you seem to think you have an awful lot of knowledge about how they operate and the thoughts and feelings of their customer base.No the complaints department obviously don't sort it out there and then. But neither do the bank branch, if anything going to the branch slows the process down because they just pass on information they you give them. Just look at PPI complaints, they are all done on the phone or by post.
Possibly. Lots of banks operate mantras to resolve complaints at the first point of contact and empower their branch staff to do this. For certain complaints, they will have to refer to a separate department or completely hand the complaint off.Just look at PPI complaints, they are all done on the phone or by post. .
That's because they are specialist and wide spread complaints and strategically it makes sense for them to be dealt with centrally.Also i very much doubt anyone is going to go into a branch to find out more after reading information on this site. All the information is clearly on the banks website and you can apply immediately online, why would anyone visit a branch and waste time like that?.
People do. You may feel that loans, credit cards etc. are basic products but some people will have reservations or questions about them.0 -
I find it odd how despite only ever visiting one branch you seem to think you have an awful lot of knowledge about how they operate and the thoughts and feelings of their customer base.
I think that is good proof that it's possible to entirely operate your finances without visiting a branch ever.
But not only that I will even go as far as saying that you can have much better control of your finances if you never visit the branches. For example I have made thousands and thousands of pounds from switching bonuses, cashback and high interest current accounts. If I decided that I needed to visit a branch and talk to someone before I opened each account and then visit for other reason how many hours I would spend doing that. That is a lot of time I would be wasting that could be much better spent!.
Like I said above Tesco and First Direct have proven that bank branches are unnecessary to successfully operate a bank. Plus First Direct always get the best ratings for customer service beating all the other banks that have branches.
I understand that people will have questions about financial products. But what is better, having to make a trip to your local branch with limited opening hours or a 24 hour telephone line that you can call from the comfort of your home at a time convenient for you?.
All the benefits of a bank branch stated in this thread so far revolve around speaking to someone, well a 24 hour telephone line is far more convenient for this!.0 -
I agree with you. I'm the same and wouldn't choose to use a branch either.
However, not everybody is like this.
Yet.
However they will eventually be dragged kicking and screaming into the 21st century.The questions that get the best answers are the questions that give most detail....0 -
veryintrigued wrote: »Just remind us what uber important transaction you're impatiently waiting for whilst being annoyed by these people who prefer to use (and keep cashiers employed) the bank staff.
Is it something important to do with your large Victorian house?
:rotfl:
Just the type of girl I am buster.:rotfl:0 -
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