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Scoop Baldwin

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Review of the HSBC, Business Banking:

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Whatever happened to community banking?

I spent close to an hour on the HSBC online chat facility trying to organise a face-to-face meeting with a business banker to discuss the terms of my business banking facility as there has just been a major change involving my business. When eventually I was put in contact with someone who could help (I use the word 'help' in the loosest possible terms) they said the soonest I could have a meeting was in mid-August, but it could not be at my own Branch (which has just undergone a massive and no doubt expensive refit to make it more customer 'un'friendly) and so I would have to go to another branch almost 20 miles away from me. I said I could not do August because I will be away and asked for a later date. They said they could not give me one because they have not got the availability dates for beyond that yet but if I got back in contact in September (using the chat facility again) they could book me one then!!!! Whatever happened to community banking? And I have another story about my own refurbished branch when they cocked something up. When visiting the branch for the umpteenth time in person while trying to sort out their mess I asked if someone could call me when some paperwork was ready, rather than me having to keep going back to the bank to check. The answer was ‘no’ because, as I was informed… and you honestly could not make this up… 'the bank does not have a telephone anymore'. When I first opened an HSBC business account it was because they were advertising the fact they were dedicated to community banking, and to be fair, the service was absolutely fantastic. I could call in, often without an appointment, and if someone was free I could see them immediately. Oh how times have changed. Reviewed on: 19th July 2023

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