Newest Review: ... of security for Lloyds I think it is fairly secure with a digital number, a password and then three characters from a memorable name. I... more
Gone downhill over the years
Member Name: easilydistracted
Advantages: In branch managers can be helpful
Disadvantages: Terrible phone service to the point of rudeness
I opened my account with Lloyds when I was 11 and used it as my main account until last year. I went with Lloyds as it was where our parents bank and the only one in our village. I remember them being very friendly and helpful back then and later when I was starting out on my own. However the little village branch is long gone with the nearest branch is ten miles away and on Saturday only open briefly.
I changed from Lloyds as over the last few years the declining customer service has got ridiculous, particularly over the phone. They have messed up so many requests I have made and are really bad at admitting fault. The best example of this was when they made two different sets of mistakes on migrating my account over to another bank. One resulted in my loan payment being missed and the other not cancelling a direct debit when they should have. On the first call I was blamed for a form sent by the Co-op who I switched to and the second time they blamed Co-op for not sending the form! It took nearly an hour to convince them to sort out their mistakes. I eventually achieved this by repeating over and over 'I want to speak to your supervisor'. The supervisor then resolved the issue in 5 minutes and paid me compensation. However most of my complaints with them have not been solved.
I do have to say that the in branch service I had when taking a loan was useful and helpful, albeit completely contradictory to what was said on the phone and rather sales focused.
I was persuaded away from Lloyds as I had got so annoyed with them and saw a tempting offer to transfer to the Co-op, who are also a more ethical bank. I won't be back.
Summary: Has seen better days!