OK so how many of you have switched banks recently? Firstly, there are no prizes for guessing my bank (knowing I own a horse is a clue) but after weeks of frustration I am leaving the black horse after years of business banking. I want agile banking not a dinosaur. I want different currency accounts without charge, I want a real person to talk to, I want a response and I want to be acknowledged. I don’t want auto “canned” responses or text messages telling me; “My complaint has been logged, but if I’m unhappy to take it up with the ombudsman.” You have to be kidding me – I will just walk with my feet – well my virtual feet anyway and move my account. Being acknowledged is a simple thing but so crucial and although I appreciate the benefit of simple BOTS to answer, learn and respond to standard questions without an escalation process they are a complaint waiting to happen or in my case, customer attrition.
