November 2024 by Karen Wells
Came into lancaster branch today to do two transactions. I was served by a woman and when asked if I could do a bank transfer was immediately questioned if I had the app and did I want to do the app. I replied no and requested that I would like to do the transfer in the branch.This reply clearly didn't suit the branch clerk and told me it was a long winded way of doing it and that it would take quite a while to complete. On previous occasions I've only experienced just over a 5 minute wait and considering that there was another assistant serving didn't think this was an unreasonable request. She then reluctantly started the transaction. There was no customer service in her manner and I was made to feel a nuisance and a time waster. Customers who walk into yours branches keep you open !!. If everyone is always pushed to download apps and do on line banking, your branches will just close. It would be helpful to inform the member of staff that if the transaction is available to do in branch to proceed to do it in a friendly manner. The second transaction was to pay a virgin credit card statement. She informed me that when she ran out of payment slips I would no longer be able to do it. Do I really need a virgin credit card in future?. I think not don't you.
January 2023 by Antonio Cardoso
Hi quality staff very friendly and politely also very helpful in any circumstances they there to helping you and I?m so glad I changed my bank to virgin money in Lancaster thanks to all the staff for help they can give happy new year
June 2022 by M4D_MARK_XTr3Me
Constantly pushing for self service pay in machines.Opening hours don't suit all.Why close at the weekend and at 4pm.
March 2021 by Jane Lyon
Please update your opening hours. Made a journey especially for you.... To find you closed.
March 2021 by Darren james Mcmullen
Excellent customer service.
March 2021 by Hadi Roointan
Great service!
January 2020 by JOHN MILLS
Great service over many years...keep up the good work.....
August 2017 by Ruth Gregson
When I was shopping for accounts they wrongly assumed my partner was my sister, even though we don't look anything alike. I won't put my money in a bank that doesn't welcome gay people.
February 2014 by Norman Burr
Why can't I phone the branch? I have a specific query about opening a dollar account, I have information from Shauna at the branch but no phone number so I can't find out what I really wanted to know, namely the interest rate for deposits. So I have to go through the absurd ritual of ringing a contact centre, grinding through several layers of keypad selections and stupid security questions which have no relevance to a simple question seeking only publicly (presumably) available information. Then, after the usual long wait due to 'high call volumes', the voice on the end says she will contact the Lancaster branch for me, only she can't because they are engaged. They will ring back later.
When I first banked with your company, all the above could have been accomplished by dialling five digits on my landline, a local call to my local branch. And like as not, the person on the end would have recognised my voice.
If you want to retain your customers, you need to at least attempt to get back to these simple values. At present you are going the other way.
