Royal Bank of Scotland

RBS ranks near the bottom in customer satisfaction polls. This is why. On entering, you notice there is a long queue to the right. Up at the back wall, behind individual desks, stand two members of staff - their faces obscured by large monitors. To call the next customer they have to tilt their head to make eye contact. To reduce the queue, modern banking demands that an extra member of staff will appear (through a door in the wall depicting Helensburgh Seafront) to offer customers the benefits of the cash machine behind them. Before this branchs makeover staff could open up another counter position when it became busy. After makeover, there is no flexibility. 2 positions. Eh, thats it. Or the cash machine. The staff do their best with a deeply flawed system, but this is like a bank branch designed by someone whos never used one.
Feb 3rd, 2021

Lines aren't as bad as claimed, staff deals with people quickly and are very friendly
Aug 25th, 2019

Absolutely appalled at the treatment we received this afternoon. Went in with the leader of our local writers group to change signatories on our business account. Waited 20 minutes in a long queue where every customer was taking a lot longer than usual to be serviced. Only two positions to deal with this. When we finally got there we were asked to step aside whilst they dealt with the long queue behind. The next customers took as long as we would have done. I am disabled and obviously so, but I don't wish this to be a reason for me to be preferred over others. In some pain, and after 45 minutes waiting we went across the road to a different bank to open a new account with them. Never again will I step over your doorstep. The reason you don't have my current account is because I suffered supreme indifference and prevarication at the same branch.
Aug 1st, 2018

Fresh, modern branch with friendly approachable staff.
Jul 21st, 2017