YOU CAN'T PHONE YOUR LOCAL BRANCH WHICH IS VERY INCONVENIENT TO SAY THE LEAST.

The new and supposedly improved, easier to use phone banking system from RBS is terrible. I had to go through more menus, and wait longer to speak to a person even though there was no possible way of doing what I wanted without speaking to someone directly. I wanted to make a transfer to a new third party account. It was like pulling teeth. It may be easier for them as so much more if it is automated, but I want to phone and speak to a person! What has happened to personal banking. Starting to wonder what other banks are like...

I still feel incredibly angry about the misery RBS and others have caused- and they still seem not to have got the point! However, at branch level, I have always found staff pleasant and transactions going smoothly. The only thing I object to is the pressure to have reviews or take out royalties type accounts. If the bosses are insisting on their staff doing the hard sell, it just spoils staff / customer relations. Maybe they will get a little in the short term from pressurised customers but they will lose a lot more in customer satisfaction.