'Customer service' is absolutely shocking, takes at least 45 minutes to get through to anyone. Then they just send you round in circles. 3 times been told a manager will call me, no one calls. Told my complaint isn't a bank error, so they just rejected it and sent an automated letter. What...???!!! Whole operation is a joke, get absolutely nowhere with anything. 4 weeks to set up an online saver, still nothing. You just get useless incompetents on the phone asking silly questions. 2 hours later still on the call in total frustration. What on earth is this bank doing?!! Absolutely sick of them

Customer service has fallen of a cliff. i am currently trying to speak to someone, and have been waiting over 53 minutes so far. All i need is a statement of from my savings account that show an up to date balance. But apparently there has to be 25 transaction before a statement is available. That is fine for a current account but not a savings account. This has impacted upon me getting a mortgage product as i now have to wait at least 10 days for a paper statement as i cannot prove my savings! I even went into a branch who just shrugged their shoulders and said they could not help either! All i want is an up to date statement!!!!

I moved home 2 months ago. I updated my details whitin the system online as soon as I had my new address. I lost my bank card. Told them. And have waited patiently for nearly 2 weeks. I received a text message saying that I needed to contact their customer services. I spent 25 minutes waiting for the call to be answered, on which to be told it had been sent to the wrong address. Nice one. 2 weeks with no access to my money. Online it stated that they were open Saturday. I went to the branch, cycling, no money for bus fare, only to find that it was closed. Now it is bank holiday... Update: Still waiting for my New Card 3.5 weeks later... However... Leeds branch there were exceptional. Polite, coutious and very helpful. Maybe it is the infestructure which needs tweaking. The staff were fantastic. I

We had issues applying for a mortgage - Platform somehow managed to lose us on the system and we had been waiting weeks for paperwork to come through. We'd had no luck with calling them. We popped in to branch and Josh BLESS HIM sat on the phone for 2.5 hours, at one point being kept on hold for 25 minutes. It still wasn't resolved so he told us he would keep trying and call us when he'd sorted it - which he did, an hour later. He's an absolute gem. Thank you Josh 💎

Don't normally leave negative review ,But after having to wait around 45 minutes today when there was only 1 person in the que before me i feel its just.There was two tellers working one dealing with someone wanting to close an account the other deal with an elderly lady who was worried about someone who might be trying to withdraw money from her account fraudulently she kept asking the teller the same questions over and over again this went on for around 40 minutes ...another lady behind me said surly she should be took in to an office to talk with the manager or supervisor especially as she had a not from the police...so the tellers could of go on serving the rest us us waiting...45 minutes come on not even an apology----shame as normally ok but seem to be changing staff all the time. Probably due to complaints. I received reply below saying from time to time it may be busier than expected.! Its wasnt busy there was one person Infront of me the person who had a fraud issue should of been taken to one side so not to hold everyone else up..45 mins come on too long..

Simon was very helpful sorted out our problem with internet banking ordered two contactless cards for us went shopping wife's card rejected back to the branch . Then costumer got involved. Shut down internet banking .simon couldn't understand why turned out it was wife couldn't two transactions they asked her about. This was no fault of Simon's he couldn't have been more helpful .took nearly a week to sort waiting for cards pin numbers

Don't open a business account whatever you do. We have had a business account for 10 years, it's been frozen for 8 days now with no explanation as to why. Hours on hold to customer service to be told no one can say why. Someone did let slip the account is being investigated, for what reason no one will tell us. Went into the Leeds Branch, while Josh was lovely, he did not know how to help us, he asked his branch manager for advice, the manager could not even be bothered to come out to speak to us. Appalling. No one will tell us how long the investigation will take. We can't pay our wages, which means we can't pay our mortgages, bills etc. We can't pay our office rent and business bills. If we can't access our money our small business will fold. Shocking customer service, shocking treatment of loyal customers.

Always found them very helpful. And to say i get free business banking recommend to all business out there.

Excellent service received from Simon. I had an issue but he didn’t give up and went further to find alternative to resolve my issue at the time rather than ask me to return back the next day. Thank you again!

Used the Leeds branch regularly for a number of years now, staff always helpful, friendly and efficient. Keep up the good work.

Excellent service at the Branch today. Last week I spent over 2 hours on three separate calls to the call centre. I was cut off on the first call after 57 minutes and when complaining on the second call that I could have been called back to finish the call I was told that it was an incoming call centre only and the staff couldn’t make outgoing calls! On the third call I was referred to the Branch as they could not transfer my Business Savings account from a 34 day notice account to an Instant Access account. Staff behind the counter found someone to deal straight away, I did not get her name,and Josh managed to refer the matter to the business team,

I have never come across such collective ineptitude. After having spent over an hour waiting to get through to 'customer service' I was lied to saying my request would be actioned, but alas it wasn't. I then had to travel over ten miles to my now nearest branch to request again which ten days later has still not been done. If I have to go back to the branch I will want all my expenses reimbursing and will not be leaving until it has been done and I will also be closing my account. Seriously you do not want me having to come back as I will be kicking off royally. Absolutely useless.

Bank and staff and app great. But what ever the problem with the cash cars on the chip for contact less. 3rd one broken again. A little pissed now other wise would be 5 starts