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    • Maximum Saving
    • By Maximum Saving 10th Sep 16, 11:26 PM
    • 182Posts
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    Maximum Saving
    Polite bank staff?
    • #1
    • 10th Sep 16, 11:26 PM
    Polite bank staff? 10th Sep 16 at 11:26 PM
    I go to TSB to pay in money and I find the staff there polite . However at Halifax the staff moan at me and say I should use a banking machine. I prefer to talk to a person that use a machine. I feel stressed when I walk into Halifax Bank. I wait in a line and member of staff asks if I can use the banking machine. I always say no thanks. I think a bank should be more welcoming to its customers.
Page 3
    • danonwheels
    • By danonwheels 12th Sep 16, 2:50 PM
    • 16 Posts
    • 4 Thanks
    danonwheels
    I'm with Halifax and whenever I go to pay money or cheques in there is always someone who asks if I would like to use the machine. I simply say no thanks and they leave me alone. Never had any problem.
    • pinkdalek
    • By pinkdalek 12th Sep 16, 6:09 PM
    • 1,254 Posts
    • 746 Thanks
    pinkdalek
    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.
    Originally posted by takman
    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.
    • takman
    • By takman 12th Sep 16, 6:53 PM
    • 3,771 Posts
    • 3,432 Thanks
    takman
    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.
    Originally posted by pinkdalek
    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!.
    • pinkdalek
    • By pinkdalek 12th Sep 16, 8:36 PM
    • 1,254 Posts
    • 746 Thanks
    pinkdalek
    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!.
    Originally posted by takman
    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.
    • takman
    • By takman 12th Sep 16, 9:01 PM
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    • 3,432 Thanks
    takman
    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.
    Originally posted by pinkdalek
    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.
    • KJSmith
    • By KJSmith 12th Sep 16, 9:26 PM
    • 149 Posts
    • 82 Thanks
    KJSmith
    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.
    Originally posted by takman
    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. .
    Originally posted by takman
    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?.
    Originally posted by takman
    People do. You may feel that loans, credit cards etc. are basic products but some people will have reservations or questions about them.
    • takman
    • By takman 12th Sep 16, 10:14 PM
    • 3,771 Posts
    • 3,432 Thanks
    takman
    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.
    Originally posted by KJSmith
    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!.
    • KJSmith
    • By KJSmith 12th Sep 16, 10:27 PM
    • 149 Posts
    • 82 Thanks
    KJSmith
    ...
    Originally posted by takman
    I agree with you. I'm the same and wouldn't choose to use a branch either.

    However, not everybody is like this.
    • mgdavid
    • By mgdavid 13th Sep 16, 12:40 AM
    • 5,781 Posts
    • 5,107 Thanks
    mgdavid
    I agree with you. I'm the same and wouldn't choose to use a branch either.

    However, not everybody is like this.
    Originally posted by KJSmith
    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....
    • MABLE
    • By MABLE 13th Sep 16, 9:15 AM
    • 3,654 Posts
    • 1,923 Thanks
    MABLE
    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?

    Originally posted by veryintrigued
    Just the type of girl I am buster.
    • veryintrigued
    • By veryintrigued 13th Sep 16, 12:39 PM
    • 2,560 Posts
    • 2,108 Thanks
    veryintrigued
    Just the type of girl I am buster.
    Originally posted by MABLE
    Indeed.

    The fact you feel the need to state that in your signature and berate others for holding up the bank queue you're also waiting in gives a very good indication of the 'type of girl' you are.

    I hope you have a better day today.
    • Heng Leng
    • By Heng Leng 13th Sep 16, 9:57 PM
    • 4,637 Posts
    • 1,485 Thanks
    Heng Leng
    First Direct do have branches - they have use of every HSBC branch for transactions such as making deposits and withdrawals. They have have access to the Post Office network those basic transactions too.

    Tesco did have some branches and still now still allow some basic transactions in their larger stores.

    I think that is good proof that it's possible to entirely operate your finances without visiting a branch ever...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.
    Originally posted by takman
    • MABLE
    • By MABLE 13th Sep 16, 10:07 PM
    • 3,654 Posts
    • 1,923 Thanks
    MABLE
    Indeed.

    The fact you feel the need to state that in your signature and berate others for holding up the bank queue you're also waiting in gives a very good indication of the 'type of girl' you are.

    I hope you have a better day today.
    Originally posted by veryintrigued
    I was just saying.
    • takman
    • By takman 13th Sep 16, 11:08 PM
    • 3,771 Posts
    • 3,432 Thanks
    takman
    First Direct do have branches - they have use of every HSBC branch for transactions such as making deposits and withdrawals. They have have access to the Post Office network those basic transactions too.

    Tesco did have some branches and still now still allow some basic transactions in their larger stores.
    Originally posted by Heng Leng
    Technically they don't have any of their own branches, and considering the only services they offer are withdrawing and depositing cash and cheques that again shows that branches are not required because this can be done easily by machine.
    • Mrs_Ryan
    • By Mrs_Ryan 14th Sep 16, 12:47 AM
    • 10,693 Posts
    • 20,294 Thanks
    Mrs_Ryan
    I had a Lloyds account until recently and as I had a Chip and Sign card my card didn't work in cash machines so I used to have to queue at the counter if I wanted cash- which I used to do every Tuesday to pay for my Pilates class as I would need the coins counting out for me (I have severe dyscalculia and can't count coins) If I was asked to use the cash machine I would politely say I have a chip and signature card and I would usually be left alone. However one member of staff upon hearing this said 'oh shall I order you a PIN number?' some of the staff were quite persistent and it drove me bonkers especially as some of them appeared not to know what a Chip and Sign card was! I have a Halifax Chip and Sign card but I haven't attempted to use it in branch yet
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    • Flobberchops
    • By Flobberchops 14th Sep 16, 4:28 PM
    • 828 Posts
    • 662 Thanks
    Flobberchops
    A quite agree that we should all stand in the queue for any and all transactions - even those as simple as getting a mini statement or withdrawing a tenner - as it keeps the counter staff in a job. The rate that modern technology is making people redundant is depressing.

    Why, on any given afternoon you can see a grim-faced queue outside the job centre: former bank tellers (some of them jobless since the introduction of ATMs in 1967), supermarket cashiers fired in the great Self Service Purges, laid-off petrol pump attendants, jobless elevator operatives, and out-of-work VCR repair men.

    As any fool knows progress always means job cuts, and it's a literal impossibility for the worker to train for a new role. I'm marching on Downing Street this afternoon to raise awareness for the Union of Chimney Sweeps, Barrow Boys and Powder Monkeys. I hope I can count on seeing all of you there?
    • pinkdalek
    • By pinkdalek 14th Sep 16, 4:37 PM
    • 1,254 Posts
    • 746 Thanks
    pinkdalek
    A quite agree that we should all stand in the queue for any and all transactions - even those as simple as getting a mini statement or withdrawing a tenner - as it keeps the counter staff in a job. The rate that modern technology is making people redundant is depressing.
    Originally posted by Flobberchops
    If you standing in a queue and your transaction could be done elsewhere but YOU choose to queue then don't moan at staff who are helping. The reality is there is no more staff who can open another till and serve, there is not a surplus of people round the back just counting money and drinking tea. It is not the 1980s.

    But queueing up to "keep folk in a job" is an urban myth. A bank will close a branch if it is costing it too much to run, or is not making it enough profit and if there is another branch nearby then they'll just tell you to go there.
    • Westie983
    • By Westie983 14th Sep 16, 10:05 PM
    • 4,608 Posts
    • 15,143 Thanks
    Westie983
    I have a Halifax Chip and Sign card but I haven't attempted to use it in branch yet
    Originally posted by Mrs_Ryan
    Shouldn't be a problem, if you just say its signature only, if you are asked to put it in the chip and pin machine it will say to remove it as its wants a signature.

    If you are approached when you arrive in branch just explain you sign for withdrawals and they should direct you to the counter.
    Save 12k in 2019 #10 Total (16000)+0/12000 = 0.0%
    Sealed Pot Challenge ~ 12 #97 Total (450)+1/500 = 0.20% ( x 11)
    Xmas 2018 1 a Day #2 Total (165)+0/365 = 0.00%
    Virtual Sealed Pot #1 Total (1300)+0/1000 = 0.00%
    2 Savers Club 2018 #16 Total (1030)+0/2000 = 0.0%

    Total 1.00/15865 = 2.00%
    I'm a Board Guide on Budgeting & Bank Accounts, Debt-Free Wannabe, Disability Money Matters, and Savings & Investments. I'm a volunteer helping the boards run smoothly, but I'm not a moderator, and do not read all posts. If you see an inappropriate/illegal post then email forumteam@moneysavingexpert.com
    • Westie983
    • By Westie983 14th Sep 16, 10:10 PM
    • 4,608 Posts
    • 15,143 Thanks
    Westie983
    They want to run the counter with one cashier where I work and occasionally for a hour between 12:30 and 200 the could be two cashiers, but mostly run with one cashier,
    if you decide to queue to get a mini statement, you will either be taken from the queue by the queue comber who can assist you with your request, if there is no queue comber you may find you are told to go to help and advice as counter is cash only transactions.

    If you decide to queue, then moaning that there is one casher, isnt fair on the cashier who is just trying to keep the queue maintained with passbook customers or transactions that cant be done via self service, its can be very annoying for both the customer and the cashier if you are asked for a bank statement, and you have waited and queued when it could have been done at other part of the bank in a quicker time,.

    That said there will always need to be cashiers, well ~I hope so...
    Last edited by Westie983; 14-09-2016 at 10:13 PM.
    Save 12k in 2019 #10 Total (16000)+0/12000 = 0.0%
    Sealed Pot Challenge ~ 12 #97 Total (450)+1/500 = 0.20% ( x 11)
    Xmas 2018 1 a Day #2 Total (165)+0/365 = 0.00%
    Virtual Sealed Pot #1 Total (1300)+0/1000 = 0.00%
    2 Savers Club 2018 #16 Total (1030)+0/2000 = 0.0%

    Total 1.00/15865 = 2.00%
    I'm a Board Guide on Budgeting & Bank Accounts, Debt-Free Wannabe, Disability Money Matters, and Savings & Investments. I'm a volunteer helping the boards run smoothly, but I'm not a moderator, and do not read all posts. If you see an inappropriate/illegal post then email forumteam@moneysavingexpert.com
    • deadendwaterfall
    • By deadendwaterfall 14th Sep 18, 11:27 PM
    • 102 Posts
    • 28 Thanks
    deadendwaterfall
    I currently have two accounts, one with Halifax which I've had the longest and a Lloyd's one and I've always found the Lloyd's staff to be the politest. I would have thought the standards would have been the same considering the two companys come under the same banking group.
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