My wife's Credit cards and our mobile phones were stolen when we were on holiday in Croatia and my Clydesdale Bank card was stopped. We were paying interest on both banks credit cards and the Co-op bank transferred money from the current account and wrote to confirm this was OK, while the Clydesdale charged us for writing to tell us we were exceeding the limit and sent a new card to a garden shed 2000 miles away. We could not pay bills by internet and my debit card was eaten by the machine possibly for unrelated reasons.
Our only means of communication was the internet, and the ISP charge paid by DD was about to stop which would have cut that off.
We had no money for expensive telephone calls and needed it to buy food. We could not get our passports back as they were held as security for accommodation charges.
If we had not had the Co-op Bank as our second account. I don't know how we would have got cash to eat or travel home.
I walked away from a £400 debt with the Clydesdale. I had had an account for 30 years and never been in the bank since I opened it. Eventually I settled it for a much smaller amount after much acrimonious corespondence. For 30 years they had decided what they should charge me for telling me about an inadvertant unagreed overdraft by sending an automated letter, so now the boot was on the other foot.
I need hardly say the Co-op account is now our only account. I have persuaded a charity I do accountancy work for to move there because of the ethical policy.
There are several people in the Gordon St branch in addition to Martin Harper who know what they are doing. I said so to my cousin, thinking to persuade him to take his business there too, but he already had his account there and had been to see Martin Harper the previous day.
My main objective in life now is to enhance my grandaughter's education. While my wife was drawing cash from the machine outside, I took our 9 year old granddaughter to see Martin and get an idea of what happens in banks. In these few minutes, he did what was required. Part of the job really, if you are looking at the long term objectives of a business - she could become a customer one day - but it doesn't count for any measurable target.
It's quite disconcerting to find competence these days rather than de-skilled target-drived computer systems.
In other banks the customer goes in and thestaff are thinking "What can I sell this customer and meet my targets?" With the Co-op, the customer leaves and thinks, "These people are organised. I wonder if there is anything else they can do for me?"
The one is about meeting short term targets for performance measurement, the other is about long term customer satisfaction and loyalty. read more