Consumers unhappy with banks' service

BRITONS are becoming increasingly frustrated by the impersonal service offered by UK banks, with call centres being their major gripe.

A survey of more than 1,500 adults revealed that more than half found automated systems and call centres frustrating and want more face-to-face interaction with their bank. The report by market research specialists Mintel showed that 41% of those questioned said they chose their current account based on having a branch nearby.

Paul Rickard, director of research at Mintel, said: 'This reinforces the point that many people would still rather actually go into a branch as opposed to carrying out their transactions remotely - either over the internet or on the telephone.'

But its not just bank consumers are being disillusioned with; faceless supermarket chains are also turning them off. Half of respondents said they did all of their grocery shopping in a supermarket, with a fifth preferring to shop at local stores and markets.

'There is clearly a belief that local traders should be supported rather than allowing the supermarket giants to dominate,' said Rickard. 'Some may resent the fact that because of the supermarkets, local traders are disappearing and our high streets are losing their individual character.'

Reader feedback

'I opened my Halifax One Credit Card account which I in March 2004. Due to my payments over the year I have actually overpaid Halifax by £198.14.

'I also want to close the account and it seems the only way to get my £198.14 back for them to send me a cheque... that was a month ago. Every week I call their customer services and I keep on getting the same answer of 'it usually takes five to seven working days to arrive to you'.

'Why does it take so long to get my own money back? They are quick off the mark to get money off me that I owe but its not the same service round the other way.' AK

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