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“My experience with A & L did not fill me with...”

Written on: 19/04/2008

Good Points
I managed to get an appointment to open a plus 21current account quite quickly, the process once started went without hitch except i was not given an immediate acceptance for the accounts. The person dealing with my accounts was efficient, friendly and apologised for my wait.

Bad Points
I was not given an immediate decision on eligibility for the account which meant I had to wait until the afternoon ( I had a morning appt) before everything was confirmed. I was unable to get straight through to anyone on the phone to book my appointment- it was a recorded message which said they would get back to me. I was contacted at the end of the working day which was several hours after my contact. However, I was satisfied with the outcome of the call. My initial experience when visiting my local branch made me question if I was doing the right thing or not, I witnessed poor customer care at the counter whilst I waited for my appointment.

General Comments
My experience with A & L did not fill me with confidence in their customer service, I had been drawn by their good product offers and lack of confidence in my existing bank. The recorded telephone message is not the best way to communicate with potential customers. On visiting the local branch to open my accounts there was nobody manning the customer service desk and there was only 1 counter to serve customers. I am very pleased with the products offered and A & L will have the term of my ISA for me to decide if I will continue with them after that. Come on banks - get your fingers out and start backing up your products with good service.

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