Reply to: Banking Customer Service

[d000hg]

I've been happy with HSBC and Alliance (Santander now?) but TBH the number of times I've had to interact with them is tiny.

As for business banking, I talk with HSBC quite often since I don't get online control over my USD account and they are always very helpful.

[Gonzo]

I am with First Direct. Haven't had much need to speak to anybody over the phone about my financial affairs as the Internet Banking facility is good enough, but on the occasion that I have, the phone has been answered within a few rings and I was straight through to someone who speaks the queen's English.

Another vote here for First Direct.

I joined them early on (there was only telephone banking in those days) and the service was always excellent. Their internet banking was very good long before anyone else's I think.

I don't know what they are like these days though. I am still a customer but don't have much to do with them any more.

[Freamon]

Barclays didn't take over Lehman Brothers they bought select parts of Lehman Brothers after Lehmans had gone bust.

...which included 50% of Lehman's residential mortgage assets. Which is why Barcap is now the petitioner on a significant volume of foreclosures stateside.

Still, they managed to avoid buying Lehman's dodgy art collection, so that's a bonus.

[Alf W]

Arguably more so. The fact that they've taken over Lehman Brothers probably means they have a more toxic book than any of the other UK banks. Obviously all the banks are pretty adept at hiding their toxicity at the moment, but I've often thought if it all came out in the open, BARC would be one of the worst if not *the* worst.

The way they are going, with Bob Diamond taking charge, it does seem they are really focused on their investment bank, and not really bothered about the retail bank. Barclays is really Barcap with a retail bank attached just to provide some cheap capital.

Barclays didn't take over Lehman Brothers they bought select parts of Lehman Brothers after Lehmans had gone bust. Alistair Darling refused to let Barclays take over Lehmans without the US Govt providing guarentees on debts, which it wouldn't, leading to the US Treasury Secretary Henry Paulson accusing the British of "Grin-*******" the good ol' US of A over the whole affair.

Bob Diamond has been in effective charge of Barclays for years so I wouldn't expect much change there.

[MarillionFan]

[Freamon]

They were still 'bailed out' (by the Qatari's via a loan) and, hence, made the same reckless decisions as the other hight st banks.

Arguably more so. The fact that they've taken over Lehman Brothers probably means they have a more toxic book than any of the other UK banks. Obviously all the banks are pretty adept at hiding their toxicity at the moment, but I've often thought if it all came out in the open, BARC would be one of the worst if not *the* worst.

The way they are going, with Bob Diamond taking charge, it does seem they are really focused on their investment bank, and not really bothered about the retail bank. Barclays is really Barcap with a retail bank attached just to provide some cheap capital.

[Freamon]

SO is with Barclays and they seem pretty awful. I assume they're fine until you have a problem, but once one does arise it all goes wrong. Issues recently include:

- Someone cloned the debit card, BARC picked up on it and phoned up to alert, and closed the card and issued a new one, but clearly this didn't work as the cloner was still able to put through fraudulent transactions on the new card, even before it had been used. Eventually it required a long visit to the branch and for them to close down the account and create a new one from scratch.
- They've had slightly wrong address details for us for ages, so postal communications only get through when a postman who knows the route is delivering. Whenever it's a temp, the post gets returned. This actually led to them putting GONE AWAY in one of the address lines. It's still like that to this day. Going to the twice branch with proof of address to get it changed hasn't corrected the problem (I assume they updated it on one system and then it didn't get interfaced through properly) so it's still wrong.
- Debit card recently expired and the replacement never arrived. Turned out this is because of the above issue. Phoning up to try to sort this out over the last weekend has been a nightmare - all call centres are offshore, and the department that deals with the issue has been closed over the weekend. Call centre staff on Saturday early evening said that it would be open again on Sunday during core hours, called on Sunday to find it was closed but was told again that it would be open on Monday (yesterday), but obviously as it was a bank holiday it was closed.

I use Natwest and haven't had any problems, but I haven't really tried to use their customer service helplines. The branch staff are usually pretty good, although there's always a queue for the cashiers (same in most high street banks). In my experience they have a better branch network than the other big 4, but it depends where you live/work. They're the only bank to have a branch on the IBM site at Hursley, which was handy when I worked there many years ago.

If you live or work in London near a Metro Bank branch, it's probably worth giving them a go.

[Clippy]

I had to speak to Lloyds online banking helpline the other day, and I could barely understand a word of the Geordie who answered. It's an old plan B co that's with Lloyds, and their online banking really makes me appreciate Barclays (and Lloyds have also just sent a PIN sentry thingy).

I also like the fact that Barclays were the only major bank that didn't have to be taken into state ownership. But maybe that's a stupid reason.

They were still 'bailed out' (by the Qatari's via a loan) and, hence, made the same reckless decisions as the other hight st banks.

[VectraMan]

I'm also with Barclays and can't fault them.

Whenever I do ring the call centre (rarely) I get UK not Bangalore where they really struggle with my accent.

I like that the online banking is so easy although it took me ages to stop wanting to chuck the pin-sentry thing out the window.

I had to speak to Lloyds online banking helpline the other day, and I could barely understand a word of the Geordie who answered. It's an old plan B co that's with Lloyds, and their online banking really makes me appreciate Barclays (and Lloyds have also just sent a PIN sentry thingy).

I also like the fact that Barclays were the only major bank that didn't have to be taken into state ownership. But maybe that's a stupid reason.

[Churchill]

I'm also with Barclays and can't fault them.

Whenever I do ring the call centre (rarely) I get UK not Bangalore where they really struggle with my accent.

I like that the online banking is so easy although it took me ages to stop wanting to chuck the pin-sentry thing out the window.

It didn't stop you chucking the damn thing in the bin, did it?

[cailin maith]

I'm also with Barclays and can't fault them.

Whenever I do ring the call centre (rarely) I get UK not Bangalore where they really struggle with my accent.

I like that the online banking is so easy although it took me ages to stop wanting to chuck the pin-sentry thing out the window.

[monobrow]

I've been with Barclays most my life; Business account is Barclays too.

Customer service is fantastic. The web page is always friendly and helpful and does what I want without making a fuss. As to what people are like on the phone or in person, I've no idea. I'm not sure why you'd need to know.

WHS

I'm with barclays, business & current & joint & savings.. i've also just switched to their "life" account. 17.50 a month, free RAC breakdown, airport lounges, gadget cover, "lifestyle manager" + more, I feel like Mariah Carey.

Seriously, I haven't "phoned" customer services for years, barlcays stockbrokers on the other hand.... p1ss up and brewery come to mind.

[Jubber]

.... Co-Op seem to be well-rated...

Yes - I would recommend.

[thunderlizard]

HSBC have good service if you get to be a Premier customer (there are various ways to achieve that). 24 hour UK call centre, and it's easy to get to see your account manager or one of their (biased) financial advisers if you want to.

[VectraMan]

I've been with Barclays most my life; Business account is Barclays too.

Customer service is fantastic. The web page is always friendly and helpful and does what I want without making a fuss. As to what people are like on the phone or in person, I've no idea. I'm not sure why you'd need to know.