Because my grandson had two regular savers, his were treated differently to those held by my other three younger grandchildren who had only one each. The rules changed, allowing only one to be help by each child. This caused a lot of confusion but the manager at the Burgess Hill branch (not my local one but I was visiting my son at the time the problem occurred) was fantastic. She resolved the problem in the short term and arranged for a good will payment to be made into my grandson's account. The problem reoccurred close to his regular saver maturing and as I had all the contact details for the Burgess Hill manager, and she knew the case, I contacted her about it. Her staff, in her absence, knew all about what was happening as they had been tracking my grandson's account on my behalf. The problem was dealt with, eventually via head office and the really helpful staff at my local branch in Brentwood.
There have been lots of changes in processes at the Halifax which have been confusing for customers and staff but I was deeply impressed with the help I received to overcome a problem caused by these changes.
Reviewed on: 21st January 2019
