Banks in Wellingborough, Northamptonshire

“Went into the branch today to get an account set up and the staff were very friendly and welcoming even thought the cashier was a trainee. They got everything sorted straight away.”

“Thank you to the staff and manager of Santander Wellingborough for restoring my faith in human nature! I went into the branch yesterday for two reasons. I had questions about my fixed rate ISA, which the woman I spoke to, (Valentina?) was happy to deal with. She wrote down the maturity date and explained everything I needed to know. Overall she could not have been more helpful. The second reason I'd gone in was to make a complaint about an obstinate and obstructive man at Santander's call centre who I'd spoken to the day before in the hope of sparing myself a trip into town.

In a nutshell, I failed security because he wanted the specific date of a transaction which occurred later than my most recent bank statement. (I guessed and got it wrong.) I explained that I was only calling to ask what I needed to do (in branch) regarding my ISA, and whether or not I needed to make an appointment to do it. He told me to 'look on Google'. (I'd tried that.) He said, 'You failed security. You could be anyone,' like I was some sort of fraudster! I could understand this if I'd been trying to move or withdraw money, but in view of the fact I merely wanted answers to general questions, I can't see what harm it would've done to answer them. I offered to answer a different security question but he told me he was ending the call and hung up on me! I was left physically shaking, close to tears and no further forward in getting an answer to my questions.

I told all this to Valentina, who was sympathetic and said she would deal with it for me. I later received a phone call from the manager. She'd read the transcript of the call and understood why I was upset. She apologised on behalf of Santander and assured me this 'colleague' would be getting my feedback. She suggested I record a voice password so I wouldn't have to go through this again, which I've now done. She also told me the opening hours were changing so that the branch would only be open on certain weekdays. I think this is very sad as the staff and managers are doing a great job and don't deserve this.”

“I found the staff there courteous, friendly and helpful.

I had some issues with accessing my account online. They helped me in getting my online access back.

No complaints.”

“I went in branch for the first time today for a complex payment to be made and had the pleasure of dealing with Hannah who was very friendly, knowledgable and made it a smooth process from start to finish. Thank you!”