Jia Ma's community profile page - Smart Money People

Write a review

Newsletter

Go to business site

Viewing profile for,

Jia Ma

Total reviews written

Helpful marks given to their reviews

Times reviews seen

All reviews (1)

Review of the Lloyds Bank, Classic Account:

View on product page

I visited the Lloyds Bank Kilburn branch to deal wit...

I visited the Lloyds Bank Kilburn branch to deal with a Court of Protection matter for my mother. I explained my situation clearly when I checked in at around 10:30am and was told there were two customers ahead of me. I waited patiently for an hour. After the second customer left, a staff member who identified himself as Tony James came out, looked at the list, and announced he would only deal with “short enquiries.” At no point before this was I informed there were separate queues for short and long enquiries. Despite my long wait, I was ignored and another customer was served before me instead. At around 12:05pm, Tony finally called my name. When I asked why my enquiry could suddenly be handled now, he replied arrogantly that his colleague dealing with “long enquiries” was taking too long, so he would help me instead. There was no apology for the delay or for skipping me earlier, as if he was given me mercy. He then asked me to sit back down on a dirty customer chair and later returned with only a phone number on a piece of paper, telling me to call instead. This was unacceptable after making me wait for over 90 minutes. If the branch could not handle Court of Protection matters, I should have been told immediately when I logged in, instead of being left waiting unnecessarily. When I complained about the poor treatment, Tony appeared unwilling to listen and asked me to leave the branch. When I asked why, as my issue had still not been properly handled and no apology had been offered, he threatened to call the police. Both he and the security guard came towards me and raised their voices and told me to leave. I chose to leave because the environment felt hostile, intimidating, and deeply unprofessional. (Most importantly there was no point to continue waste a min in that branch for the rude treatment) What made this experience worse is that earlier the same morning I received excellent service at HSBC, where my enquiry was handled professionally within 45 minutes. I also visited NatWest afterwards, and despite lunchtime queues, their staff assisted me efficiently and respectfully within another 30 minutes. The contrast in customer service was very clear. I found the behaviour at Lloyds Bank Kilburn rude, dismissive, and intimidating. As a Chinese female customer, I felt ignored and unfairly treated. I was also concerned by the aggressive attitude shown when I questioned the service I received. In addition, the seating area in the branch was extremely dirty and unhygienic. The chairs and sofas appeared poorly maintained, and I had no choice but to sit there for a long period while waiting. I have attached photographs of the flee bites on my skin that caused by these chairs… Reviewed on: 1st July 2026

We are helping 1000s to make smarter financial decisions

We use the power of consumer reviews to help increase trust and transparency in financial services and to deliver industry leading insight and events.