March 2024 by Lawrie Graney
~ Branch staff - rude and nasty.~ Branch staff - unwilling and sometimes refuse to serve customers at the service counter at the back of the premises.~ Branch manager contradicted herself by claiming she is keen to reduce queues, yet unwilling to reduce them at the cash machines in the foyer of the branch when there are no customers at the service counter. The real reason you are directed to a machine is to free up staff, possibly even for the bank to cut back on staff, nothing to do with reducing queues.~ After making a formal complaint about rude and nasty treatment from the branch staff, I was promised by customer services I would receive a call from the senior area manager within two working days. Five working days later, a call came in. I was fobbed off with the excuse he was given the wrong phone number. The bank knows my phone number, I receive a text on my phone with a code every time I make an online transaction. I even gave the customer service assistant that same number when I made the complaint, so that I could be contacted, to make no mistake about it.~ The senior area manager during the call didn?t touch on a single point of my main complaint, but he apologised for the way I felt. Yes, for the way I felt. That?s not an apology. ?I apologise for the way you felt,? he said. I didn?t get an apology for the way I was treated.~ During the 15-minute call, I got a 15-minute lecture on how the bank works. It seems the branch staff, including the senior area manager, think we, the customers, can?t grasp the concept of how to reduce queuing. They seem to think we are all as incapable of understanding as they seem to be, so they lecture us on stuff that would be obvious to a monkey, but it is all deflection away from the real issue.~ Overall, staff, managers included, are ignorant. The service and attitude from staff is patronising, rude, cheeky, and sometimes nasty.I urge everyone who receives a bad service from this bank to make a formal complaint and post a review of it here on google reviews.
February 2024 by Libuse Mullin
I Had to contact phone banking due to app not working, they were unhelpful, unpleasant people.I was told they closed my account and I have to go to branch with photo id, no reason given. I?ve been a long term customer and never experienced such rudeness. They now hold my money with no explanation !! What gives them this power. ? Practically taking your money.
December 2023 by Carol Mccolm
Not been happy last few times I've been in. Too many staff hanging about but only 1 or 2 actually helping customers. Get feeling your not welcome. Today the girl I had didn't understand how to do a basic deposit. Gave me wrong info before I corrected her.
August 2023 by Mary Quick
Always helpful. Staff very knowledgeable they make you feel your their only client. Comfortable and clean premises . Even when things are a bit more difficult they go the extra mile. Please don't close our branch in Ayr. Us old folk need the personal touch and help
August 2023 by Patricia Swarbrick
Its the bank I use
August 2022 by Rashell Hodge
terrible service too long to wait and staff doing nothing ..not impressed
May 2022 by colin nisbet
Since the Bank was taken over by Lloyds, the service has become terrible. I am moving bank after 30 years.
November 2021 by Iwona Piasecka
It was hot even though it was freezing outside. Long queue.
July 2021 by James Scobie
My renewal card was sent out 3 months before the renewal date , didn?t arrive nor was expecting it.Card expired , contacted the Bank you said it will take 5 days to send out a new one ..So unable to buy anything or get cash .. .The possibility of fraudulent use of the card which has been missing for 3 months horrified me .
July 2021 by Andrew Freeman
Cannot get in contact with anyone from the bank. Service is appalling, invest money in staff to man the phones!!!
September 2020 by N Fairb
Highly professional and the staff always do their best to help. Makes going to the bank a stress-free experience and not a chore!
September 2020 by Brian MacDonald
Not great staff, a bit rude actually. BOS has definitely gone down hill!
September 2020 by John McManus
Always helpful. Polite staff with a friendly attitude.
August 2019 by david andrews
Always busy
July 2017 by stuart patterson
Spoke to Michael in internet banking today,very helpful guy,well done
