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Your feedback helps make us a better bank

Yellow door

We're now open on Saturdays

You asked us to extend our opening hours

We are now opening some of our branches on Saturdays

35 Improvements* so far – we’re not stopping there

Cape

Power to our people

You asked us not to pass you around

We empowered more of our staff so they

can help you right there and then

35 Improvements* so far – we’re not stopping there

Cafe

Improved waiting time

You wanted a faster service

We improved our call waiting times

35 Improvements* so far – we’re not stopping there

Let's connect

Thanks to everyone who completed our survey. We have already made 35 improvements* to the way we work; opening some of our branches on Saturday, reducing call waiting times and creating our mobile app are just the start.

Continue helping us to be an even better bank

Take our survey

Select a topic

Our branches

30% of you said you would like to see improvements to our in-branch service.

Have your say.

Take our survey

  • Extending opening hours

    You told us that getting to the bank during the week is sometimes hard to fit into your busy schedule

    Actioned

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    How we listened

    From March, we expanded our opening hours and now some of our branches are open on Saturday mornings

More customer comments

"Extended branch opening hours, evenings and weekends would be helpful for customers who work full time like myself."

Our products

29% of you said you would like to see improvements to our products.

Have your say.

Take our survey

  • Better mortgage products

    You said we needed to improve our mortgage offering for new and existing customers

    Actioned

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    How we listened

    We introduced a 'Fee Offer' product range to customers old and new. This means that customers can select a mortgage with no arrangement fee, no funds transfer fee and 1 free standard valuation. Other fees may apply.

More customer comments

"Create easy access accounts, that I can access online, and that will earn me some interest"


"Reduce the APR on Mortgages as they are not as competitive as elsewhere"

Our service

23% of you said you would like to see improvements to our service.

Have your say.

Take our survey

  • Empowering our people

    You asked for a single point of contact to deal with your issues

    Actioned

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    How we listened

    We'll give you a named member of our team to take care of you, when you need us most.

  • Complaints handling

    You said that our current process for handling complaints was too lengthy, and felt obstructive

    In progress

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    How we listened

    We are in the process of transforming the way we respond to customer concerns. We want to be able to resolve your issues quicker.

More customer comments

"Continuity of staff member when trying to resolve any issue - to save having to describe the problem over and over again"


"Knowing your customers. Continuity of relationships between the customer and staff at local level. Call centers cannot provide this kind of support"

Telephone banking

12% of you said you would like to see improvements to our telephone banking service.

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Take our survey

  • Reducing hold times

    You asked us to reduce hold times

    In action

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    How we listened

    We won’t keep you holding as long. We are streamlining our phone process so you’ll get through to the right person sooner. And we’re available to talk 24 hours a day, 7 days a week – whenever you need us**

More customer comments

"Being able to call direct to my branch would be very helpful without having to phone a call centre to get put through"


"Reduce the call charges for telephone banking customers."

Mobile banking

3% of you said you would like to have a mobile banking app.

Have your say.

Take our survey

  • Availability of mobile banking app

    You asked us to create a mobile banking app

    Actioned

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    How we listened

    We built an app for you. It lets you have your account at your fingertips – all you have to do is download it to your mobile. And with new ways to pay coming soon, you’ll have everything you need at the touch of a button

More customer comments

"I would like a mobile banking app and sms text alerts for things like low balance limits, account overdrawn warnings and overseas/suspicious transactions."

Online services

3% of you said you would like to see improvements to our online services.

Have your say.

Take our survey

  • Simplify the website

    You said it can be difficult to find information on our website

    In action

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    How we listened

    We’ve installed a live chat and searchable help centres to help you find what you’re looking for as quickly as possible.

  • Improving banking on the go

    You wanted to be able to access your account wherever you are

    Actioned

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    How we listened

    By making a mobile optimised website we can provide the access you wanted - anytime**, anywhere. Or, you can download our mobile app for an even more streamlined experience on the go

  • Improving online security

    You said security is important but getting locked out is a bit of a niggle

    Actioned

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    How we listened

    We’ve improved the forgotten password process for quicker access to your account without compromising its security

More customer comments

"Continual improvement of your online service and linkage to other bank/building society services"


"Improving ease of registration for online banking"

Community

Almost 50% of you said you would like to see us play an active role in the local community.

Have your say.

Take our survey

  • Working closely with schools and young people

    You would like us to help educate people on the importance of financial management from an early age

    In progress

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    How we listened

    Being a part of our community is at our core, so we are investigating how best to fulfil a supporting role in financial education

  • Local Charities

    You wanted us to help financially support our local communities

    In progress

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    How we listened

    With the help of fundraising we are growing the support of local hospices to exceed £3.5 million by the end of 2014 – it’s our way of showing how much we care about here

  • Sustainability

    You said you wanted us to show how we’re looking after our communities now, and for the future

    In progress

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    How we listened

    In 2013, we diverted 87% of our waste from landfill. Our UK business is currently working to maintain and continue to improve upon this figure in the years to come.

More customer comments

"To bring a staff member to schools and make it an on-going programme."


"Provide financial advice/assistance to local community groups/charities who help those to budget or in financial difficulties."

Continue helping us to be an even better bank.

Take our survey


65%

Percentage of respondents who would like to see shorter queues in branch and on the phone

Top requested areas of improvement

28%

Percentage of customers who would like to see more transparent bank charges