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Review of the Lloyds Bank, Classic Account:

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A mixed bag

I've banked with Lloyds for a long time (over a decade) and in that time I've even worked for them through the period when Lloyds Banking Group was splitting into separate entities again. In that time I've seen how the call centre operates - it may have improved but the atmosphere was decidedly sales oriented even though I was in a Customer Service role. I was pressured to meet targets for selling loans, credit cards, insurance and bank accounts, often with limited knowledge of the products themselves. Good customer service was rewarded secondly to hitting 8 sales in a day, this meant there was little incentive to provide it and I frequently dealt with unhappy customers who had been bounced from pillar to post without their actual query being resolved. I believe shortly after I left many banks including this one were investigated by the FCA in regards to this area. As a customer since I've had 3 primary encounters: 1. They accidentally took me off my student account and made me a graduate account while I was still studying (my course was 4 years long and they somehow changed it early in my 3rd year). 2. They were fantastically helpful when I was scammed by a letting agency and got back almost a £1,000 for me in 2 days after weeks trying to resolve it elsewhere. This was fantastic customer service. 3. They changed the overdraft system which is now horrendous and seems to now make customers who are already struggling, worse off, and potentially unable to leave the bank as they are in a planned overdraft. They have also capped their goodwill redress of unplanned overdraft charges from £80 to £40 seemingly. This is a bad sign and ultimately seems detrimental to the customer. For this reason I will likely be taking up a switching offer and moving to another bank. So mixed - great support through their fraud and scam department. But the products themselves and the first point of contact - not great. Reviewed on: 8th November 2017

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