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"Long queues - empty windows"

A review of Lloyds TSB Bank by John Andrews - Friday 20th of June 2008

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I should start by saying I have been a customer of Lloyds TSB for well over sixty years. My parents opened my first account and up to the point the bank floated it was good; since then I am sad to say it has been on a consistent downhill path.

Probably in common with all banks Lloyds TSB is trying to appear `caring`. So caring in fact that with long queues only two out of the four `windows` were `manned` this Friday (20 June 2008) and the staff at them were tied down with long requests for help, whilst others in the queue, who would take only moments to serve, wait. There were four people in front of me and several behind when, eventually, the other two positions were opened but by this time the queue had grown considerably.

When I eventually reached the position of being served (I simply wanted to cash a cheque on my own account) the teller decided - with over twenty people waiting - that now was a good time to offer a review of my account (this I have refused on numerous previous occasions) and, to ensure that I was a captive audience, retained the cash I was withdrawing. Imagine the surprise when I eventually lost my patience and demanded my cash. Such a slavish attitude shows little concern for customers but a great willingness to follow procedures which will make the bank more profit from its customers.

When the other branch of the bank in the town closed (it had six serving positions) all business was crammed into the smaller branch with a promise from the bank that service would be speedy and queues would be a thing of the past. Obviously an empty promise with an ill thought out change given the volume of customers to be supported.

The constant harassment of customers when they go to the bank to do business or withdraw money is only there to sell more bank `products`. The `account reviews` offered are not for the benefit of the customer but to profit the bank. When will they realise it is our money they hold and they make enough profit from that already without this continual badgering of us to make more.

Into the bargain (if that is the right word) there is no e-mail contact to enable complaints. Instead you are required to follow their `three point plan` which entails either an 0845 number or writing to them. I can only presume they also make money from this also.

I appologise if this diotribe has been boring.

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