Bank with branches and proper customer service?
Discussion
I spent the best part of an hour on the phone yesterday with HSBC. I was trying to get answers to a relatively straightforward question - what documentation do I need to take to a branch to get lasting power of attorney registered on my aunt's account, and could I just turn up at a branch and do it on the spot?
It's impossible to speak on the phone to anyone at a branch. First call centre monkey "went to check" and hung up. Second one was obviously guessing. After much back and forth, I eventually got an answer re the documentation, but was told I would have to go to the branch and take pot luck as to whether anyone was available to help. Not possible to make an appointment unless I visit the branch.
Until recently, this wouldn't have been too much of an issue, but the local branch has closed. The logistics of getting my mum (who will be administering the account) to the nearest branch means it'll take 3 hours or so. We are hoping to get internet banking set up on aunt's account, in mum's name.
Aunt also has an account with Santander. Fortunately that branch isn't closing for 2 months, so we can sort it out before they leave town.
Mum has banked with HSBC for 50 years, but she's had enough.
We will have 3 banks left in town. Lloyds, Barclays and Natwest. Planning on moving all the accounts to one of those. I bank with Lloyds, not had any problems personally, and they seem the safest bet as far as keeping the branch open - the branch is quite busy.
Will it be possible to set up internet banking on aunt's account, then pop into Lloyds and start the switching process, using LPA? Aunt is unable to attend the branch in person.
It's impossible to speak on the phone to anyone at a branch. First call centre monkey "went to check" and hung up. Second one was obviously guessing. After much back and forth, I eventually got an answer re the documentation, but was told I would have to go to the branch and take pot luck as to whether anyone was available to help. Not possible to make an appointment unless I visit the branch.
Until recently, this wouldn't have been too much of an issue, but the local branch has closed. The logistics of getting my mum (who will be administering the account) to the nearest branch means it'll take 3 hours or so. We are hoping to get internet banking set up on aunt's account, in mum's name.
Aunt also has an account with Santander. Fortunately that branch isn't closing for 2 months, so we can sort it out before they leave town.
Mum has banked with HSBC for 50 years, but she's had enough.
We will have 3 banks left in town. Lloyds, Barclays and Natwest. Planning on moving all the accounts to one of those. I bank with Lloyds, not had any problems personally, and they seem the safest bet as far as keeping the branch open - the branch is quite busy.
Will it be possible to set up internet banking on aunt's account, then pop into Lloyds and start the switching process, using LPA? Aunt is unable to attend the branch in person.
I figured the best way to find out would be to ask in person at Lloyds, so I popped into the local branch just now. They can do a switch, same as for any new customer, as long as the LPA has been registered with HSBC. We just need to get a letter from the care home as proof of my aunt's address, in lieu of a utility bill.
Very helpful staff at Lloyds, so different to HSBC.
Very helpful staff at Lloyds, so different to HSBC.
I know this isn't quite what you had in mind, but don't rule out a bank that doesn't have any branches at all. First Direct are properly geared up to help you over the phone, because that's the only way they deal with you. Calling them is a bizarre experience... no "press 1 for yada yada" You dial, a person answers and they actually HELP you. It's so refreshing! 
Unfortunately, it seems that anything slightly 'different' will cause problems for bank branch staff - and a LPA certainly comes high on the list of issues that most of them struggle with. Nowadays, the vast majority of staff in bank branches are just there to sell products and will have little real understanding of things like LPAs - any significant admin is handled centrally.
They can all handle LPAs, it just takes forever to find one that really understands how to go about it.
TartanPaint said:
I know this isn't quite what you had in mind, but don't rule out a bank that doesn't have any branches at all. First Direct are properly geared up to help you over the phone, because that's the only way they deal with you. Calling them is a bizarre experience... no "press 1 for yada yada" You dial, a person answers and they actually HELP you. It's so refreshing!
Mum is OK with using internet banking, but wants to be able to speak to someone in person on occasion. It's also handy to have a physical bank for paying money in, especially cash.I find it hard to believe that First Direct could be good at telephone banking, when HSBC (same company) are so appalling. Everyone that I have phoned at HSBC over the past 4 months (and I have been on the phone to them A LOT) has been worse than useless. They seem to be either guessing, making it up as they go, or just plain hanging up to get rid of me. It has proved impossible to actually speak to a "supervisor" in their call centres, and they won't even give me a phone number for a branch.
I banked with HSBC (Midland as was) for over 30 years. Their declining customer service is what drove me to switch to Lloyds and HBOS 10 years ago. Probably no coincidence that Midland/HSBC started going downhill when First Direct opened for business.
I can't begin to imagine the potential difficulties when trying to register an LPA or the death of an account holder with a bank that doesn't have a branch network.
clockworks said:
Mum is OK with using internet banking, but wants to be able to speak to someone in person on occasion. It's also handy to have a physical bank for paying money in, especially cash.
I find it hard to believe that First Direct could be good at telephone banking, when HSBC (same company) are so appalling. Everyone that I have phoned at HSBC over the past 4 months (and I have been on the phone to them A LOT) has been worse than useless. They seem to be either guessing, making it up as they go, or just plain hanging up to get rid of me. It has proved impossible to actually speak to a "supervisor" in their call centres, and they won't even give me a phone number for a branch.
I banked with HSBC (Midland as was) for over 30 years. Their declining customer service is what drove me to switch to Lloyds and HBOS 10 years ago. Probably no coincidence that Midland/HSBC started going downhill when First Direct opened for business.
I can't begin to imagine the potential difficulties when trying to register an LPA or the death of an account holder with a bank that doesn't have a branch network.
Deaths, Probates etc are unlikely to be a problem for any bank, they are a routine activity. Anything to do with Power of Attorney documentation is, comparatively, rare. I find it hard to believe that First Direct could be good at telephone banking, when HSBC (same company) are so appalling. Everyone that I have phoned at HSBC over the past 4 months (and I have been on the phone to them A LOT) has been worse than useless. They seem to be either guessing, making it up as they go, or just plain hanging up to get rid of me. It has proved impossible to actually speak to a "supervisor" in their call centres, and they won't even give me a phone number for a branch.
I banked with HSBC (Midland as was) for over 30 years. Their declining customer service is what drove me to switch to Lloyds and HBOS 10 years ago. Probably no coincidence that Midland/HSBC started going downhill when First Direct opened for business.
I can't begin to imagine the potential difficulties when trying to register an LPA or the death of an account holder with a bank that doesn't have a branch network.
In an ideal world more people would appreciate the importance of LPAs (for long term illnesses, stroke etc) - but it's rarely considered until it's too late.
For what it's worth, I've been with First Direct for 20 years plus. They sometimes take a little longer to answer the phone these days, but when they do you're connected to either Leeds or Glasgow, and they're incredibly capable (or will swiftly route you to a specialist).
Right now they'll give you £100 if you open a current account and deposit a grand within the first 3 months. It's honestly the best offer you could get. I hate banks, but I can't fault First Direct.
NB I have no affiliation with them or any banking organisation. I did once work for those b
d motherfking s Barclays though, which may be why I hate banks.
Right now they'll give you £100 if you open a current account and deposit a grand within the first 3 months. It's honestly the best offer you could get. I hate banks, but I can't fault First Direct.
NB I have no affiliation with them or any banking organisation. I did once work for those b
d motherfking s Barclays though, which may be why I hate banks.A quick peek at the website gives the answer to all your questions.
https://financialplanning.hsbc.co.uk/events/power-...
https://financialplanning.hsbc.co.uk/events/power-...
Robertj21a said:
Deaths, Probates etc are unlikely to be a problem for any bank, they are a routine activity. Anything to do with Power of Attorney documentation is, comparatively, rare.
In an ideal world more people would appreciate the importance of LPAs (for long term illnesses, stroke etc) - but it's rarely considered until it's too late.
You'd think registering a death would be straightforward, since everyone dies. Mum had problems with HSBC when dad died 4 months ago. They had a joint account, she did all the banking for the last few years. All she wanted to do was put the account into her name. They asked some really dumb questions, and mum had to visit the branch twice. Apparently going in with the death certificate, driving licences and the bank cards, plus a signature check, wasn't enough for them. They wanted proof of her ID, same as you need when opening an account.In an ideal world more people would appreciate the importance of LPAs (for long term illnesses, stroke etc) - but it's rarely considered until it's too late.
Took her a while to convince them that probate wasn't necessary, as she already had access to all the joint funds.
clockworks said:
You'd think registering a death would be straightforward, since everyone dies. Mum had problems with HSBC when dad died 4 months ago. They had a joint account, she did all the banking for the last few years. All she wanted to do was put the account into her name. They asked some really dumb questions, and mum had to visit the branch twice. Apparently going in with the death certificate, driving licences and the bank cards, plus a signature check, wasn't enough for them. They wanted proof of her ID, same as you need when opening an account.
Took her a while to convince them that probate wasn't necessary, as she already had access to all the joint funds.
Ridiculous. The bank only needed a certified death certificate to delete the joint account holder.Took her a while to convince them that probate wasn't necessary, as she already had access to all the joint funds.
Steve,
If you are longing for the days of Captain Mannering, I am told that they are all now employed at Handelsbanken branches.
They have a surprising number of UK branches, out of town premises it appears. I have no connection with them, and was surprised to hear about their 'old school' philosophy, from a person (not an account holder) who made a visit to a branch. Each local manager is allowed decision authority - very novel.
Does anyone here have more experience of being a customer?
clockworks said:
Interesting. I'd never heard of Handelsbanken, surprised to see that they have a branch in Truro. Looking at the branch map and photos, I'm pretty sure it was an interior design shop the last time I walked past.
I heard about them last year, seemingly well thought of by just about everybody. Makes a refreshing change.Slightly off topic but Banks give rubbish service, two people manning the desks a bouncer at the front desk who meets and greet asking if they can help but clearly can't, you spend 15 mins queuing which would only be 5 if the front desk greeter was on a till. Go and buy a coffee for £2.50 max wait time is 5 mins and you get dealt with by the first person you speak with.
Banks.....they want your money and give you nothing back !
Banks.....they want your money and give you nothing back !
Toaster said:
Slightly off topic but Banks give rubbish service, two people manning the desks a bouncer at the front desk who meets and greet asking if they can help but clearly can't, you spend 15 mins queuing which would only be 5 if the front desk greeter was on a till. Go and buy a coffee for £2.50 max wait time is 5 mins and you get dealt with by the first person you speak with.
Banks.....they want your money and give you nothing back !
As you say, bank branches give poor, slow, service nowadays. This is fairly deliberate as the bulk of the bank's 'routine' customers are not really profitable. Routine transactions can usually be handled through an ATM, or similar. Those customers that are profitable (mortgages, loans, credit cards etc) won't suffer the same delays as they usually need to make an appointment with a specialist adviser.Banks.....they want your money and give you nothing back !
clockworks said:
TartanPaint said:
I know this isn't quite what you had in mind, but don't rule out a bank that doesn't have any branches at all. First Direct are properly geared up to help you over the phone, because that's the only way they deal with you. Calling them is a bizarre experience... no "press 1 for yada yada" You dial, a person answers and they actually HELP you. It's so refreshing!
Mum is OK with using internet banking, but wants to be able to speak to someone in person on occasion. It's also handy to have a physical bank for paying money in, especially cash.I find it hard to believe that First Direct could be good at telephone banking, when HSBC (same company) are so appalling. Everyone that I have phoned at HSBC over the past 4 months (and I have been on the phone to them A LOT) has been worse than useless. They seem to be either guessing, making it up as they go, or just plain hanging up to get rid of me. It has proved impossible to actually speak to a "supervisor" in their call centres, and they won't even give me a phone number for a branch.
I banked with HSBC (Midland as was) for over 30 years. Their declining customer service is what drove me to switch to Lloyds and HBOS 10 years ago. Probably no coincidence that Midland/HSBC started going downhill when First Direct opened for business.
I can't begin to imagine the potential difficulties when trying to register an LPA or the death of an account holder with a bank that doesn't have a branch network.
You can pay cash/cheques into FD accounts at any post office or HSBC branch.
If it's not for you, that's fine, I'm not on commission. Just clearing up your comments for anyone else reading the thread.
Robertj21a said:
As you say, bank branches give poor, slow, service nowadays. This is fairly deliberate as the bulk of the bank's 'routine' customers are not really profitable. Routine transactions can usually be handled through an ATM, or similar. Those customers that are profitable (mortgages, loans, credit cards etc) won't suffer the same delays as they usually need to make an appointment with a specialist adviser.
It wouldn't be so bad if you could actually phone the branch to make an appointment!The person that Mum saw at HSBC when she registered Dad's death told her that she should've made an appointment. As she pointed out to him, since you can't find a phone number to ring them, how could she make an appointment? He had no answer to that.
Toaster said:
Slightly off topic but Banks give rubbish service, two people manning the desks a bouncer at the front desk who meets and greet asking if they can help but clearly can't, you spend 15 mins queuing which would only be 5 if the front desk greeter was on a till. Go and buy a coffee for £2.50 max wait time is 5 mins and you get dealt with by the first person you speak with.
Banks.....they want your money and give you nothing back !
That's right, they don't look after your money, don't provide you with a cheque book or electronic debit cards, don't allow you to manage your account online, don't provide a facility for paying direct debits and standing orders, don't allow you to obtain cash from hundreds of thousands of machines in this country (and across the world) and they charge massive fees on current accounts.Banks.....they want your money and give you nothing back !
Oh, wait...
https://uk.trustpilot.com/review/www.rbs.co.uk?pag...
http://www.insider.co.uk/news/financial-conduct-au...
http://www.insider.co.uk/news/financial-conduct-au...
Edited by drainbrain on Sunday 27th August 23:36
drainbrain said:
https://uk.trustpilot.com/review/www.rbs.co.uk?pag...
http://www.insider.co.uk/news/financial-conduct-au...
Is there a point you are trying to make?http://www.insider.co.uk/news/financial-conduct-au...
Gassing Station | Finance | Top of Page | What's New | My Stuff