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If you could wave a magic wand and improve your banking experience, tell Barclays what your wish would be and you could win a £200 voucher NOW CLOSED(195 Posts)
As you know we have been working with Barclays and this week Barclays want to hear ideas from customers and non customers.
They say "we want customers to be at the heart of what we do, but we can only do this if we keep on listening to your thoughts and suggestions. That's why we've created Your Bank, a place where you can go to share whatever's on your mind about banking.
To celebrate the launch of Your Bank, this week we're asking the nation five key questions to help us get some answers on how we can make your banking better.
Before we put the questions to the nation, we also got 20 Mumsnetters together to have a think about how we can make everyday banking better for everyone - you can see what they had to say now".
View the Mumsnet Ideation session here
But they also want to make sure your voice is heard on all the other aspects of your banking, so once you've answered the questions (here) please also let us know (on this thread) if you could wave a magic wand, how you would improve your banking experience?
Everyone who adds a comment below will be entered into a prize draw where one MNer will win a £200 John Lewis voucher.
thanks and good luck
PS closing date for prize draw: 16 Sept at noon
I'd like to be able to see a real time update of my account. I find it difficult to be sure of my balance as it takes days for purchases to show on my online account.
I would do away with all of those little calculator machines that you have to put your card into.
One of my banks doesn't have them - instead if I set up a payment to a new recipient I get an automated phone call and have to type in some numbers from the screen.
I always have my phone with me. I do not always have the little machine with me.
I would also make it so that online banking lets me choose my username (not a randomly-generated number that I then have to remember) and lets me choose my security questions ("first holiday" or "favourite singer" are not relevant to me).
There are different aspects to this- the in branch experience and the whole customer and services experience.
In branch, queueing at the general customer services desk or for appointments can be frustrating- why not have a system like they do in the Post Office? A front desk with tickets/ numbers for different services. Efficient and you don't feel ignored
Trying to speak in branch with children in tow is difficult to say the least. I would like to see a children's table or corner with money related activities and sheets. How about a mini bank counter, waiting area (activity table) fake cash, kids cheques/ slips etc?
One for the grown ups- reduce bank charges and consolidate posted statements/letters. You would think that banks would be more environmentally aware- I don't need to receive a small forest worth of printed information I can see online!
Fully agree with Trills.
I would also like to be trusted to do everything on line. Barclay's is actually quite good in that you can open savings accounts etc. directly online, but I would love to be able to deal with ask the paper work through scanning/email rather than always having to pop letters in the post.
The booths for telephone banking soundproofed and enclosed. It's fine and dandy having to answer security questions to ensure you are who you say you are, but if half the other customers can here you going thro' security procedures then it's somewhat counter-productive! It doesn't make me feel entirely confident that some random stranger isn't busy memorising my ID details!
I find the amount of information I get from my bank about the "benefits of my account" quite overwhelming, it seems to include a whole package of benefits etc. I am really not sure if I am meant to phone the bank and let them know if I want them, if it means i automatically have them.
I would like a one page email or letter sent which lists the benefits (e.g. free cover for your phone) with a box next to it that says "Phone your bank to update this/give phone number. Etc, that would mean I could have a look quickly at what these "benefits" are and see if I want them, rather than a whole package of information that I usually end of recycling or forgetting about!
Stop charging customers for a letter telling them they're overdrawn!
I'd like my bank to make it's local phone call charges easy to find and easier to get through to. I had to Google to find a low cost way to make a call from a landline.
I'd like to see more booths for privacy or a place to sit and wait that's a little more private than the reception area.
If you have children with you some plastic piggy banks and plastic coins or just plain paper and some pencils would be great.
I'm looking to move an account at the moment. I think some of the charges banks can make are just wrong. I think I'll have to read a lot of small print, but would like things to be clear, transparent and reasonable.
Good point WowOoo - 0300 numbers please (charged "like calling a landline")
realistic over draft charges for the un-authorised ones - yes I went over my limit but I don't until £25+ is a fair penalty
I would like to see a few activities for children , not much maybe just some crayons and colouring sheets as waiting in long queues with young children can be a bit of a pain. Also , maybe good incentives to encourage children to save their money
Saturday opening so DDs can pay in money in term time.
Also, I tend to be in town then too, a 10mile round trip leaves cheques in the draw for months.
It confuses me when I look at my account and I see 'Last nights balance' and 'Current balance' as different amounts when my actual purchases don't show up. It would be nice if the newer purchases were shown online.. even if they have a 'pending' status just so at the weekend its easier to keep track of whats being spent and where.
I signed up to mobile banking but deleted it again as I didn't feel it secure enough. I would feel more comfortable if a 2 or 3 step login was needed... not using pin century... but maybe the 5 digit pin, then something like the Verification process needed when buying online i.e the first and sixth letter of your password.
It would be nice for children to be able to put their own money into the bank. Even if its just a bit of odd change they're seen on the floor. Maybe one Saturday a month open a Childrens counter (which they can reach) and have them put their money into a piggy bank (or such like) and sign their own money into the account, receiving a little certificate saying they'd saved money today. Obviously all being verified correctly by parents in the usual manor but something so the kids can get involved and SEE where their money goes into the bank.
Our joint account has a benefits package included.. which includes RAC cover but we only got the number in the big pack. It would be nice to receive an actual RAC membership card to keep in the car.
Do away with the junk mail. If I wanted a loan or a credit card I would apply, you don't need to send me endless amount of applications with my name address printed on it everywhere.
I would like to see a return to the personal touch. Banks have been so busy cutting overheads, that there is no longer a personal service offered. I see the same faces when I make payments over the counter, and will have a bit of chat with them, but I know that there is one central phone number if I have to deal with anything by phone, and it means that banking has become faceless, and "one size fits all". The bank workers/managers, no longer have any real relationships with their customers.
I want one balance on my account. Available balance and actual balance or whatever it's called is just confusing. Especially when I can't get it to add up.
Just tell me how much actual money I can currently spend.
Transactions would be immediate, if I've paid a bill I want to see it gone from my account and credited to who I'm paying straight away, cheques in my account, card payments on my account. It's so frustrating having to keep a constant mental tally if I ever use my card.
Online banking to be secure but also faster as easier to use. I feel like I spend ages logging in!
It would be nice for children to be able to put their own money into the bank. Even if its just a bit of odd change they're seen on the floor.
Metro Bank do this. They have free coin counting machines. I took DS in with a load of loose change we'd been saving up and we converted it into notes. They gave DS a free gift too (branded drinks bottle) and told us that if he had a children's saving account, he could use the coin counting machine to make deposits into it.
I wish my bank (Lloyds) would stop sending me junk mail. I also wish they'd stop inviting me into branch to discuss my accounts. I did that last year and to be fair, found it very helpful. They found some current accounts with a higher rate of interest, which was great BUT since then I've had letters and phone calls inviting me back in and don't seem to have any record of the fact that I've actually done this fairly recently. It's getting quite irritating.
Basically, I want banks to leave me alone unless I want something from them!
Coin-counting machines sound great. Coinstar etc take 9%!
I want a machine where I can put in my debit card, pour in coins, and have the money added to my balance with no charge.
I would like safe deposit boxes back please.
And I agree with the above suggestions of free coin counting machines and Saturday opening hours.
I would love that machine too Trills - DH gets a lot of tips from his work and he has loads of coins but it's difficult to deposit as our bank will only allow us to deposit 3 bags of coins at any time.
I would also like it if I was allowed to withdraw more money from an ATM if I authorised it online first. (recently bought used car and had to withdraw from 2 different accounts due to ATM which was annoying.)
I'm also not a fan of the card reader thingy - doesn't make any transaction feel any more secure, just a bit of a nuisance.
I'd like the Barclays App to be available on my Android Tablet. It's available on my phone, but for some reason the app is not compatible with my tablet. I don't want to check my accounts on my phone, I want to check them on my tablet!
I'd also like to see more information about contactless payments. I think my card can do them, but I'm not sure and have no idea how I'd actually make the payment. So I don't try, in case I screw it up and end up paying multiple times or not paying at all and looking like an idiot.
Instead of delaying my login to the online systems by asking whether I'd like a mortgage or a loan (no, if I want one I'll ask), how about telling me what my card is enabled for? (contactless/abroad/etc) Then, if you have the data that I've never made a contactless payment before, you could offer a simple demonstration video on how to make one and where they are accepted.
I wish online banking identities and passwords could be simpler, or that at each stage you could be given a hint as to what sort of password/PIN you're trying to remember.
So, instead of 'enter numbers 1, 3 and 2 from your PIN', it would say 'enter numbers 1, 3 and 2 from your six-digit PIN' and for the password it would remind you what kind of password it was - alphanumerical containing at least one upper and one lower case letter and at least one digit.
And I'd like an alternative to the card reader so that of I ever do manage to successfully log in to my online banking, I can actually do something if I'm not at home with the card reader.
Improve childrens banking experiences. I would like to encourage my DS to save, but its the bank that makes it difficult.
At my bank, DS cant pay in change unless its bagged up, and even then no more than 3 bags at a time, fine, except he is not saving up full bags of 10p, 20p, 5p.
He needs to be able to pay his pocket money in.
Hes a child. Its in change.
As others have said, a coin machine which would credit the money to his account would be the perfect solution.
And Saturday opening.
Cut the banking charges. I go over my overdraft limit sometimes because I'm short of money. Then the charges make me even more short of money and more likely to go over the next month. It's a vicious circle and my accounts are in a mess because if it.
Also, please no more Indian call centres. It's beyond frustrating when the person on the other end of the line cannot understand what you're asking/telling them and you can't understand what they're saying in response. Sometimes I've had to give up completely because I'm getting nowhere.
I would stop the tellers from offering you all sorts of extras when you are trying to carry out a transation.
i would also stop the cold calls offering you an "account review".
I would also open more branches/do away with the silly restricted opening hours everywhere
I would do exactly what people ahve already said:
1. Get rid of card machines. A massive pain, the bank account I have where I just get a passcode on my phone is soooo much easier and it means I can transfer money. I live between places and don't always have my card reader with me.
2. I don't mind pressing bazillions of buttons on the phone IFFFF and a big if, when I get through the person actually understands what I'm saying.
There are two things I miss about banking in the UK - being able to deposit cheques through a cash machine and being able to do banking after 5! It's hard to get into a branch during their current working hours and I would like more convenience from my bank.
A mobile bank to provide a banking service in small towns and rural areas. Not everyone lives in a town with a bank.
Nat West do one in my town. It only stops for 45 minutes a week but its constantly busy in that time and really useful. It saves people having to travel to another town just to visit the bank.
Many people locally have changed their accounts to NatWest just for this reason.
I hate the centralisation of banking services which drive you down the telephone banking route for which you need passwords. Lose your password and you are trawling around trying to find help to recover it before you can even start dealing with the transaction you were intending to sort out in the first place! I am getting older and find remembering the multitudinous passwords I need for day to day living onerous. That makes any dealings with the bank fraught with difficulties. I hate the little passkey gizmo that the bank uses to sort out security numbers. I would love to have something more immediate and I'd like to be able to go into a branch and speak to a human being sometimes. Especially if I am having difficulties.
Banking is no fun for kids and it should be more accessible by them. My daughter is 12 and hates going into the bank with me. Probably my experiences have rubbed off on her and she sees banks as unhelpful, over-automated and not enjoyable places to go. We all know they're no picnic in the park, but surely they should be more welcoming to both adults and kids alike.
I would like:
My local Barclays to be open on Saturdays and maybe 1 evening a week.
Better children's banking.
To not have to use the little calculator machines to set up new payments, etc.
To be able to pay money into my bank before a certain time to cover cheques that have gone out that day.
I would also like banks in general to support small businesses a bit better. I'm fed up with them all saying how they have loaned money to x amount of businesses but whenever you ask any small business owners, more often then not, they have been declined any help.
I would like to go back 20 years and have a bank with a branch which is my branch, where I can phone directly to speak to people in that branch.
Don't take charges directly from my account. Don't prioritise your charges over my regular direct debits or standing orders so they get returned and you charge me more. Send me a bill so I can pay over the counter when I have the money.
Ensure that when you say something will be actioned it is. I'm fed up of being charged because you haven't done what you said you would.
I'm very happy with my bank generally, but I always hate having to make a deposit. Why, oh why, HSBC, do you insist upon me filling in a paying in slip even when I'm paying in at a machine? It's such a pain, and my other bank doesn't need it, just the details from my card are sufficient. They're doing OK otherwise, just the damned paying in slips filled in with a tethered pan on those narrow desks that are slightly too high for me
Oh yes, and my nearest branch doesn't open on Saturdays. How stubbornly unwilling to accept change and modern life can you get?
Personal banking with people who actually have a clue about personal finance instead of impersonal banking trying to sell you something.
Ooooh and multi-currency banking, even if it's just dollars and euros, with easy international transfers. That would my life so much easier and my Belgian bank could do it without following a tortuous process but British banks either can't or make it really complex and charge a fortune.
I'd like a £5 emergency overdraft for basic account holders so that if your Direct Debit takes you into the red by 64p the bank does not charge you £10. Not Barclays btw.....was annoying though.
Message withdrawn at poster's request.
I'd like to be able to pay a cheque in at an ATm without going to the bank.
And I don't know if this survey includes Barclaycard but I hate it that although both my husband and I have Barclaycards on the same joint account you will only speak to him if there is an issue with the account. You are happy to take my money!
I'd like to actually be able to open an account with ds who is 7 and desperate to have a 'bank account'. Without making an appointment 3 weeks in advance.
He'd like an account that could grow with him - not a savings account, but one (even if I had to have an account linked with it) that he could pay little bits into, I could dd money into as pocket money, and he could take money out from for holiday money etc.
What I like about my bank is Saturday opening, efficient cheque paying in at the machine, and they are very nice in branch. But it can be hard to find specific info like 'how much can I transfer online' on their website
I would like to be able to have just one bank, and a few accounts, not have to open a different ISA in a different bank or building society to get any interest rate on savings. I'd like to just have a current account, a savings account with a decent interest rate, and not all the piffling around that you have to do because banks want to reward newcomers and don't reward people who just stick with the same old accounts.
The card reader is an absolute pain in the arse. I don't accept the argument that it is any more secure than other methods. I find I deal with international payments, new payments etc out of my personal account, held at a different bank rather than my joint account, held at Barclays precisely because I can set things up easily and quickly and whenever I need to.
I would also like Barclays to join the 21st century. Your staff and your programmers need a few lessons in the real world i.e. that Ms does not necessarily mean you are divorced. That women have their own names which they may or may not change on marriage. That getting married does not automatically turn women into appendages of their husbands and that it is quite possible for a woman to have the title Dr.
I'd like banks to stop luring you in with special offers and then downgrading the interest on savings changing the charges for overdrafts.
It's cheating, and I don't like it.
Oops, there should have been an "and" between savings and changing.
But you know what I mean, they keep changing the goalposts, and it is always in their favour.
I would like Barclays to understand that I may keep my maiden name for some things like work, and use my married name for other things like family stuff and that this does not make me a fraudster or money launderer who has to be forced to change all accounts to one name. Especially when they are still happy to take my pay cheque in my maiden name but only allow me to access it under my married name. Barclays I have banked with you for decades. - you might realise I am not two different people. However your computer cannot understand what a human employee with some common sense might...
I'd like to be offered a piece of paper to write down the amount of cash I'm withdrawing over the counter. I feel a bit vulnerable asking for several hundred, not knowing who might be overhearing.
Or perhaps asked to key in the amount into the chip and pin I now have to use at the counter.
Also I've been v. Impressed with AA online savings because they tell you the rate of interest they're giving on your account when you log in. All other banks I've used have not volunteered it - you have to go ferreting around to find out, if you remember to check regularly, and then feel when you realise they've reduced it by two thirds.
And Barclaycard, I would like you to stop sending the monthly balance transfer rates, by both letter and email.
They are not part of your "ongoing commitment" to me, they are junk.
If I want to transfer a balance I will investigate.
More tellers please! Especially at lunchtime!
I would like to stop overdraft charges. This would make me happy and bank with you
Metrobank are brilliant - I csn't wait until they come up north. Specific things they do which I like
- take your photo when you open an account so if you lose everything they know who you are
- have card production machines in branch so if you lose your card you can get a new one within minutes instead of "5-7 working days"
They also have customer toilets!
For call centres I woukd like a very simple IVR, just one level and the option to speak to a person at any time.
Barclays.... I'd really like to be able to batch multiple payments as the Bank of Scotland does. Pushing them through one at a time is tedious and prone to error. Pretty please. :-)
There's a Metro Bank opening in my town soon. They're opening seven days a week. I'm seriously considering moving to them after a lifetime with Barclays because of all the charges and the inflexibility over them. No idea what Metro Bank charges but I'm so fed up with Barclays that I don't care.
Do away with balance vs available balance on Internet banking so you can clearly see what's gone out. It's really confusing and doesn't give you confidence that what you're seeing is the current picture
I want to be able to check my balance and see if someone has paid me WITHOUT all the ridiculous security. I can understand the security if I want to move money or withdraw it but its a PITA when I want to just check if I've been paid.
I wish I could ring Barclays and have the call answered by a human straight away rather than having to key in numbers
Here here for the improved children's banking service. I'd like a book for my little boy so he can see a balance and his savings grow. I'd like more branches open on weekends. I'd like less advertising of their services on the online banking page and I want to speak to someone in the UK when i phone them. I don't want to wait in a queue on the phone either.
Simplified telephone options menus; I don't want to spend five minutes pressing buttons before I then go on hold and have to repeat myself verbally. Uk based call centres.
Fair banking for small businesses.
I dont want to open a new ISA each year - why cannot you offer the best rate to existing accounts - why do I have to transfer every year to get a decent interest rate. Or at least let us transfer an existing balance.
I would want to be able to view all pending and authorised transactions through Internet banking.
I would also like to be able to speak to somebody in the Uk without pressing a bazillion buttons when I call. There's a reason first direct win awards for service and customer satisfaction- why is no other bank emulating their success?
I would also like for banking to be fair and transparent. It's impossible for it to be that way when financial products are incentivised to staff.
There are ways to increase sales- that is not it. It's just annoying and makes me like your brand less. Also your employees don't like doing it either. Sales for sales sake are not a good business plan.
* I would like a branch closer than 15 miles to me.
* I would like more cashpoints that dispense £5 notes
* I would like cheques to be able to clear a lot faster than they currently do.
Finally I would like the cashier at my local Natwest to be smited by a giant fist from heaven the next time she smirks at me withdrawing my last £6 5 days before payday
Have a letter box so I can drop a cheque and paying in slip in at any time, not your opening times. Or shock, don't bother opening at 9am, have opening hours 11am-7pm (not sure the bank staff will like this one)
Don't assume I have a smart phone - I don't, and I can't be the only one.
Don't refuse me a mortgage (at 2x salary), and then spend the next 5 years sending me letters offering a "fab" mortgage rate (yes, Barclays, looking at you).
Do away with available balance and current balance. What is in my account.
Stop sending me mail shots, or trying to sell at the cash desk. If I want a product, I'll ask!
Don't miss assign my payments, and then accuse me of making a mistake when I have the proof in front of me (OK, barclaycard).
The thing I hate most about any bank is that ridiculous music I have to listen to when I phone, and those voices telling me over and over again how much they value my custom but can't actually be bothered to speak to me right now.
Few things that I'd like:
1. No card readers please. I'm with Lloyds as they don't use them. If I'm on holiday and want to access my account I can do it via my phone app and move money about. I wouldn't consider a bank that required me to have a reader.
2. Later opening hours please. If I need to pay a cheque in, I need to do it outside working hours so it ends up having to be a Saturday morning.
3. I'd wave a magic wand to add several zeros to the end of my account balance. That would definitely improve my banking experience!
Stop charging customers to ring a 'customer service' line.
7-day/week opening hours - this is 2013 not 1950.
YY to coin machines and better childrens' banking.
I would like it very much indeed if the staff would stop offering me credit cards every time I go in to take my last £5 out over the counter!
Or maybe just make £5 notes available in cash machines again!
I would like to get my current up to date balance by text if I request it. Or a daily email so I can see it on my smartphone - that would really help me budget.
It's such a faff to get out the daft calculator thing and log in, takes too long.
I would like it to be easier to cancel direct debits, it seems like once you sign up to one it is hard to get out of! I can cancel one using online banking but it would be great if by doing that the company who are supposed to collect were also informed of the cancellation so sending a separate letter to inform them wasn't necessary.
I would love banks to get rid with the monthly management fee that they charge.
I would love banks to go back to having a decent monthly overdraft of £100 without extra charges.
Better rates on overdrafts.
I am looking for a bank which doesn't invest in the arms trade, dodgy chemicals companies etc etc and also one which doesn't pay ridiculous wages to the upper management. Am I asking too much? Should I put all my money under the bed instead?
A bit less bureaucracy when it comes to managing accounts. I have a £2,000 overdraft facility (unused for a couple of years on the account that I have had for 15 years. DH has a £2,000 overdraft facility (also unused) on the account that he has had for even longer. Since we got married this year we want to switch to using a joint account and would like to have an overdraft facility on this. As I am self employed, I have to obtain a specific form from HMRC so that Barclays can verify my income - which is paid into my Barclays account. It seems like pointless form filling.
Also, we would both like to move the direct debits that we have from our personal accounts to our joint account. I know it is possible for the bank to arrange this for us as another bank with whom I have an account was able move them all for me after I had listed them all on a form and signed my authorisation. Instead, we have been told that we both need to contact all our providers individually and set up the changes, which I don't have the spare time to do at the moment.
Mini branches in supermarkets as suggested.
More child friendly banking. Have a long boring story about my one year old and a long queue. Suspect many people have one.
Better customer service. Dear bank, when you cock up, please just admit it and not faff around telling me you have sorted out the "problem". I keep contacting you until you admit you were wrong, rather than implying it was my fault and you have "waived" the overdraft fee.
I agree with those who say that children's banking experience could be made simpler.
I also think that if you have two accounts with the same bank, then you ought to be able to give permission for money from one to cover an unexpectedly high DD from the other. Recently i was stung by bank charges by this happening and there was plenty of money in my other account which I would have been happy to have been used to cover it!
I like pretty much everything hence have stayed with them for years. Love the security aspect of the card reader so feel secure banking online, love the easy online system and the online savers are great for splitting savings for different items.
The only thing i would change is the telephone system, would prefer it to go straight through to the local branch and be easier. Rarely ever contact by phone as its too long winded but thankfully most things can be done online.
I would very much like to be treated like a human being and not processed by a computer. Actually, Barclays is the only bank to have done this. I had terrible problems with money for a while after selling a house in negative equity that I co-owned with an ex (he walked out and left me to it). At the same time my credit card limit was cut, it was the last straw and I called Barclays in tears. The lady actually listened to me and kept it at the same limit. Usually you feel that the people you speak to are powerless to do anything other than what the computer tells them to do, and that human touch made all the difference to my situation. The computer would have just told her I was a feckless spender, but she took the time to hear my reasons.
Inviting light bright branches with nice modern interiors would be a bonus - the 4 nearest branches of my bank (Lloyds Tsb) are really grim - no daylight, dark wood and horrid scruffy carpets.
I really dislike being bombarded with credit card, loan and mortgage offers. I already have a credit card with Lloyds but they still send through offers of another credit card with them albeit with a different name! It is just plain irresponsible! I also actively avoid going into branches wherever possible as I hate the hard sell.
I am a business account holder and use it to make international payments online a lot. It would be great to be able to search my international payee list as I can with me UK payee list. I would also like the international payee list to be alphabetised.
I would like to be able to upload a list of bulk payments (I know this is possible with your internet business banking product but I would be charged £5 per payment!!! (which for service you are aiming at bulk users) is outrageous.
I would like to be able to put my payees into folders and label them (so for example STAFF DORSET / STAFF KENT / etc.. etc..
In fact I could write on this subject for hours as I am a heavy user but I'll spare everyone the boredom.
Just one more thing though - WHY OH WHY OH WHY can't I send someone in Europe some money and pay all the bank charges? It seems that I can only opt to pick up the Barclays charges. I have asked lots of Barclays people and they don't seem to know. If I want to reimburse expenses to a European staff member who has worked for us in the UK I have to ask them to go into their bank to tell me what the bank charges will be and then add it on to my payment. IT IS MADNESS.
Right I really will shut up now .
Stop sending so much junk to me, esp if I've turned off paper statements, there should also be an option to turn off any sales mailings too. All those letters to say that my terms have slightly changed, could they not be e-mailed?
That said, I had a fraud against my Barclaycard and the people I spoke to were all very lovely, and it was sorted very easily. I'm still upset that someone got a free kitchen with my credit card, bastards... I would like to have a facility that any purchase over a set amount had to have a call to the card holder before the payment would go through.
Oh and I would like to be able to call you in advance and say "I'm going to Canada! Let me use my card." rather than trying to get money out in Canada and you trying to call my mobile to see if it's me.
I'd like to be able to backdate my bank statements to any time I choose using the account manager machine. I don't mind getting only quarterly intervals but the present system is limited to something like 6 months.
Please find a better way for customers to pay in money. Nearly all other banking transactions can take place from within the comfort of your own home.
Love the Lloyds security process, no card reader.
Decent kids savings account over the long term
My bank's phone operators can tell me what my balance will be at the end of business when that day's transactions have gone through. I'd like the online service to give me that too as it currently gives me only my balance and transactions up to the previous day. I'd also like the operators to be able to remind me where I spent the money which is currently going through the system instead of just telling me that, say, a debit card transaction of £6.99 is processing but not who it was paid out to.
If Barclays want an example to follow in terms of customer service they should look to the Coop. I've had nothing but polite, friendly, helpful, efficient and professional service from them for years and have never had cause for complaint.
Scrap the card reader as others have said. I don't want to have to carry around a little plastic doo-da everywhere in case I need to transfer money or something online.
Stop trying to sell me products. If I want them I will research them and then ask for the appropriate one. I don't want sales patter online or in the bank.
I have low expectations of my banking I guess, but I have to say that Lloyds have always provided good service for me and therefore I still bank with them despite their solid credentials in arms sales and investment in dodgy mining interests. Therefore also I don't recognise most of these issues (a card reader?? LLoyds did briefly issue a thingummy that you had to use to generate a random number and that was a nightmare, but it rapidly disappeared again). Where Lloyds don't suit me I tend to find a way round it, e.g. 0845 number for telephone banking was sorted via saynoto0870, inhospitable environment for children was sorted by opening ds an account at a building society, being flogged credit cards when I rang up to check my balance was dealt with by watching some crap on telly while they chuntered on, and then by internet banking.
Mainly I hate that banks appear to feel utter contempt for their customers, typified by the Barclays 'features' campaign, representing the 'give yourself a shiny' approach to banking. Lloyds were as bad, with their MoneyManager thing, which I had a go at; but then it turned out to have no category for donations or presents. What utter vileness that attitude represented, that giving was some sort of optional extra as opposed to a human necessity.
Quite a lot of issues listed above would be sorted by removing some of the purple plastic and polyester branding from branches, and simply rewarding the staff who treat banking clients like rational beings (adult or child). You do find staff like this, but do their employers value them? My relative, an experienced legal professional, stopped working for a bank after she was required to flog clients insurance, despite this having nothing at all to do with her job, and despite her sky-high client satisfaction and retention rates.
Less Junk mail post.
Like the idea of a coin sorter machine for kids.
Alerts for when you are getting close to £0 so you don't get charged.
I would like not to be charged 1 pound a day for an arranged overdraft. I would like to be able to switch my a/c easily. I would like to continue to have a good online banking system. But above all else I'd like a bank you can ring and get to speak to someone.
no more bank charges!!
a decent interest rate on my current a/c (or ANY rate)...
a decent interest rate on my savings a/c
and a children's account with one of those little booklets, so that when they get to age 8 they can pay in their pocket money and take it out. No cash cards for children please.
UK call centres
Town centre branches
Love your app!
£8 charges for every direct debit that doesn't go through seems absurd. Even billed twice if the same one tries to get put through twice. That seems to me something that could be changed.
Bumpf in the mail promoting other services. A waste of time and money.
Bank accounts for children where the parents have full control over the account and can gradually relinquish control of various aspects to the child.
Stop sending me junk mail!
I find the Barclays card reader strangely antiquated and would like to have a code delivered via my mobile. As long as my mobile has a secure pin for access before doing this, I could see it working.
I really like the text messages from Barclays, have saved bank charges because of them
Saturday opening ... Or maybe early one morning, like 8am for people on their way to work. My local bank is only open till 4.30 apart from a Thursday .. When it's 5.30. Not helpful for people who are still at work at 5.30...
1. stop taking charges out from the main fund just because you have access to the main fund. It erodes trust. If you asked a pal to look after £100 and they had their bloody fingers in it all the time, you wouldn't give it to then again (rbs and halifax take note!). invoice charges separately and you'd see which ones customers felt ok about and which ones erode t h e relationship.
2. all this id stuff is a pain. If you lose all id its impossible to get even £20 from your own account even if you can pass all telephone security and hand mgr the phone. set up a security check for customers phonebanking style for these situations please!
I already have phone back service rather than one of those little card readers which is good as it saved me loosing it! I like having a local branch to talk to when problems arise.
I'd also like the point to recurve a free daily text balance of my account.
I'd also like more upfront interest rates, to find out the rate i'm getting first i have to check the names of my different accounts/isas, then search my bank's website to try and discover the current rate. I'd like it to be clearly shown when i log in.
I would like cheaper calls to banks and more helpful staff.
I really like the mobile app, but it seems to have disapeared from the App Store. Others on the Barclays Facebook page appear to have the same issue and Barclays said it was being fixed, but that was weeks ago. What's going on?
I asked in branch but they said it was fine and they were using it
The little calculator/pin number machines are a complete ball-ache to use. I can't be the only person who has massive difficulty reading the screen, they're too easy to misplace when you need them and they feel like security theatre, rather than actual security.
Better opening hours. My local RBS is open from 9:30-4:30, and I don't work in town, but I do walk past the branch at 5:15. I'm just trying to give you more money! Please don't ask me to take an afternoon of work to do so. Also, a little flexibility would be nice - I used to work near a Barclays branch, and needed to change my home address, but they couldn't do it there because of reasons, and I'd have to go to the other branch (in a different part of town). I cancelled the credit card instead.
Better apps. The reason I stay with RBS is that their app is actually good. Checking my balance, making payments, transferring money between my accounts, not a problem. I also get weekly balance texts, and alerts when my account is over/under a certain value. I left the Co-op because their web banking was a pain, and I wish CapitalOne would allow me to pay them via the app in the same way as I can on the website.
Most importantly, discover a little humanity. Actual humanity, rather than an inviolate script handed down from head office. I was in some serious financial trouble not too long ago, and the person I had to call from the Lloyds branch was so unremittingly nasty that I broke down in tears. It doesn't look good to have weeping customers in the middle of your busy branch. I was going to have to declare myself bankrupt, but I didn't have the funds to do so. By chance, a fairly senior member of staff saw me and we worked out a plan, which is what I was asking of the hell-creature on the phone. I didn't have to declare myself bankrupt, and I'll be debt-free by Christmas, because that woman had some humanity, and took the time and risk to exercise that humanity. You don't often hire stupid people - trust them to do the right thing for you and your customers, and you'll do better as a business.
I don't bank with barclays. however what I would like to see with my own bank is that option to ring the branch your account is held at and speak to soemone there. All this faffing around with calling call centres annoys me. Secondly, I'd like cheques paid in immediately or within 1 day, why oh why does it take 5 working days for a cheque to clear?
and the option to transfer money in our out of my sons accounts via online banking. At the minute I can't do it that way and have to ring up, and get put on hold for 5 minutes, then transferred to another dept to do it.
and finally - no matter what time of day or night I call my bank they are always " experiencing a very high volume of calls" what, even at 2am?
YY to £5 notes dispensed from cash machines. It would be very handy for most people (fivers are too rare), and a huge help for those who like to take out exactly what they need.
Get rid of the requirement for separate passwords/ details for telephone and internet banking. Why do I need to register separately for telephone banking. I do almost everything online but am not able to contact anyone by phone as it is a different login details/ password etc.
Loads of stuff.
Having the out of town Barclays open on a Saturday. It isn't, the city centre one is open on a Saturday morning but I don't want the hassle of having to go into town at a weekend, traffic, parking, etc.
I need to pay a cheque in. I live next door to a post office but I've run out of those blue envelopes for paying in at the post office. The post office don't have them, neither do Barclays branches. It was a nightmare ringing various deptmaents last time to get some. this time I've hit a brick wall, people I've spoken to on the phone deny such a thing exists!
Paying someone online is a pain in the arse. I struggled so much a few weeks ago the computer blocked my online banking access and I had to ring to sort it. All because I hadn't put the account number in the reference line, but its not clear that's what you have to do. In fact I don't think it says anywhere to do that. I find the online banking very non user friendly full stop. It was better before they rejigged it a year or so ago.
- saturday opening
- used to have an interest free overdraft (small limit ~200) but taken away by RBS - £9 flat charge or something like that on every step over limit. Cross but reluctant to change to other (poss worse) options. 25 year customer too.
- don't like the "customers will have to get used to being charged for having a bank account" talk I hear on Moneybox etc - my bank has had the use of substantial amounts of my money over the years, I am / have never been majorly in debt. I want to keep 'free' banking.
- Security systems labyrinthine - I was happy with telephone banking - but there are too many teenage children on and off my home computer to be happy with digital banking. And the two weeks I did try it, the updating meant that it was no more real time than going to a cashpoint to get a mini-statement.
Real time updates on transactions yy.
Payments not taking three days to clear, this makes me really cross
Being able to do all account admin by secure message online - I hate calling any of my banks, it takes sooooooo long to get to the right department and clear security.
Being able to tell my bank that I am going abroad on my online banking not have to phone up.
Simple online banking security.
To stop trying to sell me current accounts you have to pay for
But i don't bank with Barclay but my egg card turned into a Barclay card and I tried to cancel it as I don't like them as a bank but they begged me not to despite me trying to close it - even offered me money and still seem to have it open and send me 0 balance statements - i haven't got the energy to have a third conversation with them. but they also wrote to me for 20 years reminding me I was no longer under 18 and what would I like to do with the 13p left in my super saver child account. The only reason there was 13p left was I wasn't allowed to close the whole account in branch.
Barclay's and general banking bureaucracy rant over...
This is timely; we were just thinking of moving banks...after over 40 years!
I am looking for a bank where
1. My husband and I can handle our banking online
2. We want to each have an individual account, a joint account and a savings account; all linked together where we can move money back and forth and pay bills online
3. We want to be able to use our debit cards abroad without incurring exorbitant fees. Fees on foreign currency transactions on credit cards/debit cards have just rocketed, and we have noticed.
4. We hate paying for any sort of "premier" status to do all this because the "free" travel insurance, roadside assistance, etc. which is "thrown in" is redundant for us and therefore, no savings.
5. We want a timely text alert if any of these accounts is in danger of going over drawn.
Our bank, Lloyds, would say it does all these things. It has spectacularly failed on 3 and 5.
In the branch I'd like a bit more room to get the buggy round- it's a bit of a mission to get round to the tellers. Branches by us just don't seem big enough to get everything and everyone in.
Online I'd like less advertising - I don't want a personal loan, so stop asking me everytime I log in. It just wastes my time having to navigate off a page of advertising to get to my account information. Other than that I'm happy!
If you could wave a magic wand, how you would improve your banking experience?
I would improve online passwords for internet banking by adding a fingerprint machine/Voice recognition/DNA/CSI type machine to computers to make sure that it's you. That would be my wand waving moment.
Currently ludicrous numbers of passwords and numbers that don't seem to protect anyone from fraud.
I would like for banks to not charge so much for silly mistakes. I didn't realise I had gone overdrawn and did three debit card payments for a total of about 12£. I got billed for 90£ unauthorised overdraft, 30£ for each transaction. It was excessive and I read them the riot act and got them to reduce it to 30£. It's hard to trust banks when they hit the little customers so hard but don't worry about contributing to the economic problems.
A personalised service - a named contact for you with an actual email address or number you can contact 9-5, not a call centre/automated address only. It makes SUCH a difference. And I wouldn't plague this person, I'm happy using online or call centre most of the time, just for major things I'd like to speak to someone who knows a little about my account/circumstances, in my town.
And yy to the doing away with the little credit cards with numbers or machines you put your card in. Banking on the go only works if I can do it on my phone or computer without having to have extra kit with me. Make my username 10 digits I choose, not something random I have no chance of remembering.
Finally, I would have an app or programme (i'd be happy to pay something for this) which downloads my transactions and balances enabling me to match them against a budget, categorise my expenditure etc so I can monitor my spending against budget easily. In today's supposedly ethical banking times surely encouraging your customers to budget and live within their means makes lots of sense!!! There are apps in the US that do this already!!!
My wish would be for the cashiers to not ask about what deposits/withdrawals are for.
I withdrew large sums of money to pay workmen, buy building materials etc.
Every time I did so I was asked "Are you going on a shopping spree?" Or told
"You must be going Christmas shopping"
Or worse still just outright asked "What are you using all this cash for?"
I did not like it and it put me off going into the branch.
Agree with pp that said about having someone to talk to direct that knows more about you.
My bank seems to have a computer say no mentality. For example we applied for a loan that we could afford 3 times over. All the advisor in branch can do is put our details into the computer. No different to us applying online at home.
No personal touch at all.
The magic wand would:
Improve interest rates.
Install free coin counting machines.
Reduce junk mail (perhaps use money saved to increase interest rates?)
Local call rates when I need to phone the bank.
I moved away from Barclays because I wanted somewhere with an ethical investment policy. My least favourite thing about online banking is faffing with that calculator thing.
Stop the calls/ letters that offer a review of your account. Waste of time and money!
Have thought of more...
1. Can you please stop the endless marketing letters? They go straight in the bin. There is a vast difference between what I as a customer considers important i.e. changes to terms and conditions or notifications of possibly dodgy transactions and the bank's idea of important information which always seems to consist of another new and exciting way to hand your money over. As I said, they go straight in the bin. I'm sure I've missed important information in the past simply because I've seen the letter and binned it assuming it to be yet another sales pitch.
2. A little logic would be appreciated. If, during the summer months, a time when people typically go on holiday, a customer buys airline tickets online and then immediately books a hotel online chances are the person is going on holiday. It then beggars belief why their accounts are blocked. Not only the account the payments were made from mind you, but both accounts. And why is it, if a joint account is blocked, the second card holder can merrily withdraw money on their card while one card is stopped. It took 3 days and 4 phone calls for us to sort that fiasco out.
Hello - thanks for all the detailed and interesting posts. The team at Barclays asked me to pass on this message to you:
"Many thanks for all your ideas so far, they are really insightful. All your thoughts are being reviewed and we will keep you posted on their progression. We will do a round up at the end of the week but in the meantime if you want to see all the other suggestions we have had and what we are doing about them, please go to www.barclays.co.uk/yourbank"
Having the personal touch when calling. This means phones being answered by real bank staff, no automated phone systems.
Can I just say that Barclays do already have the thing where you can tell them online that you are going abroad. Unless it has stopped recently.
Sort out your mortgage arm - I can't wait for my fixed term to expire and never have to deal with your rude call centre again - no rate would be low enough to tempt me to stay with Barclays!
In my bank when I go in there will be a massive queue at customer service desk, massive queue at the cashier counters, and a member of staff (sometimes even 2) asking people why they are queueing!
Personally I'd like to wave a magic wand and get the queue botherers behind counters actually serving and getting the queues down. It drives me crazy every single time I go in.
Firstly because it's just silly as they could be actually serving people, and secondly because I don't want to loudly discuss why I am in the banking queue. Usually I am drawing out money!! (And no I can't use the machines as it's always a daft specific amount with pennies as it's expenses related).
Using online banking would only involve entering a username and a password rather than answering half a dozen security questions (but still be secure!).
All banks would be ethical and never invest in arms or anything so I wouldn't have to worry about that.
All my bank statements would be sent to me by email.
I would only be charged for going overdrawn unauthorised as a last resort (e.g. if it happened for the third time in 12 months or something).
reduce the queues in banks.
I recently cancelled my Barclays account as I had to make an appointment with a personal banker for another day to change my account to my married name. I did not want to waste my time coming back and it was easier to close the account. Halifax was able to update my name at their regular account.
No Indian call centres.
Saturday branch opening.
The ability to call the call centre, or better still your branch direct, on a standard land line number - no 0845 etc numbers.
Shorter queues in branch.
Ditch the junk mail - goes straight in the bin anyway. If I need a loan or mortgage I'll let you know.
Stop trying to sell me products in branch (disguised as an "account review")
I'm not sure you do want to listen to your customers Barclays - most of the comments on here from your customers are grumbles that have been going on about for years. It's not rocket science to address them, but the bottom line takes precedence over customer satisfaction.
Not needing appointments to open accounts, close accounts, change names etc.
Less junk mail, phone calls advertising products I don't need.
Really really high interest rates!
Branches that are open on Saturdays and Sundays. Also, that I can get through to someone on the phone without being on hold for what seems like forever!
I think being made to feel like a customer rather than a number. Personal courteous service with a smile and striving to go the extra mile.
Agree with many others, a coin counting machine with activities and stickers to incentivise little ones.
Plus First Direct online banking and customer service is fab, a lot could learn from this.
1) Saturday PM opening as I get paid on Sat. mornings
2) Maybe just my bank, but I hate it when they look down on me and don't help me because I am a scruff with a snot-encrusted toddler in tow, then realise that I am paying in 2.5K worth of cheques to a business account and suddenly start fawning in a ridiculous fashion. Yuck. Just treat everyone the same - it's not hard!
The only way I could really improve my banking experience would be if I had more money.
Evening opening would be great, even if it was just one evening a week. I really struggle to get to my local branch in the week as I work Mon-Fri.
I don't want to be sold to when I'm banking, I like things to be straightforward and easy.
I'd also like the banks to work together to help stop scam emails, seeming as they are often sent pretending to be from the banks, they should send out guides on what to look out for.
child friendly is an important one - when you have an autistic child who can't wait - it would be good to have a kids area to keep them amused. Just something simple with a few toys or pencils and paper. Love the idea given about making it easier for kids to save their coins too.
Basically if you can make the experience of visiting the bank easier for my kids, then it is easier for me because unfortunately I can't leave 3 children elsewhere each time I need to pop to the bank.
an easier way to pay in cheques like if there was a way online to do it?
and also all banks to use chip and pin machines for transactions, it makes it so much quicker and easier
I would stop banks charging for current accounts. The idea of paying a bank to have an account in credit is crazy!
also barclays, natwest have managed to let me log in online without the card reader, my other half still uses his for barclays, ive never used mine, cant be that hard surely?
I wish credit card statements were one side of A4, not four.
I also wish for Saturday opening.
I wish that the entire archive of bank statements not just the last 30 transactions (piffling, barely a month) could be exported to CSV so I can import them into my banking software that I update every few months.
Halifax have an option on every statement to export the data.
I wish for a way of paying in cheques that doesn't involve driving for ages in my precious lunch hour and queuing at a branch.
I like the mobile app though. 5 digits, you're in.
I wish that they would be a bit more kind and realistic in regards to overdrafts. My account says something along the lines of your
whole overdraft may need to be repaid at any time we ask. It would be better to say something along the lines of 'your agreed overdraft can be withdrawn with 3 months notice'.
I would like for telephone banking not to be charged at premium rates, particularly when most of the time I am on hold!
I would also like to be able to have a choice in my user name for online banking so I can remember it and it would then feel a lot more secure.
I would also like to receive less advertising. I currently get frequent letters from Barclays telling me about free balance transfers. It's the same each time, I have never taken them up on it and if I did need to do a balance transfer on a credit card I would be on the Internet looking for the best deals not blindly responding to junk mail through the post.
I would wave a magic wand and make it possible to email my bank! I get frustrated that I have to ring them or go into branch to talk about things. Sometimes you just want to get something all written down and it takes and discomfort or emotion out of the conversation (if you are having financial difficulties for example).
I wish the Barclays staff in my small, local branch were able to do more themselves, without having to refer to their seniors, who are not there at the time. My family over the years, have made simple enquiries about various products and accounts which staff have been unable to deal with/don't have knowledge of, resulting in having to make separate appointments.
I've been a Barclays customer for around 20 years since I was a student and the only reason I haven't changed account is that I'm too lazy, but that might change with the recent agreement about simplifying the process. My magic wand ideas all agree with things which have been posted above.
1) get rid of pinsentry. Surely passcode plus 5 digit security code plus 2 letters from a word is secure enough to set up a new payment which I might want to do at work, at friends, on holiday etc and I don't carry my pinsentry around with me! DH is with Lloyds (well TSB as of Monday) and gets the call on his mobile which seems much better to me
2) UK only call centres - I have a regional accent and always have to repeat myself at least 3 times to be understood (although at least Barclays let them use their own names!)
3) stop the junk mail - if I want a balance transfer etc I will seek it out. Just gives me extra shredding to do.
4) let me choose a password that is actually secure ie with digits and special characters as surely only allowing letters is not very secure in this day and age
Thanks for listening
Exactly what trills says.
"I would do away with all of those little calculator machines that you have to put your card into.
One of my banks doesn't have them - instead if I set up a payment to a new recipient I get an automated phone call and have to type in some numbers from the screen.
I always have my phone with me. I do not always have the little machine with me.
I would also make it so that online banking lets me choose my username (not a randomly-generated number that I then have to remember) and lets me choose my security questions ("first holiday" or "favourite singer" are not relevant to me)."
I especially despise those horrid little card readers. I am trying to simplify my life, not have extra bits and pieces to keep safe, cluttering up my desk.
Definitely let me choose my own securit questions. One bank I bank with has six questions, all of which could be answered by anyone who grew up with me (so I made up other answers!).
Message withdrawn at poster's request.
I would like banks to be able to 'action'/process regular payments (such as the monthly transfer of monies from DH's account) on the given day of the month regardless of which day of the week it falls on. I am fed up with finding that at least four months of the year, the monthly transfer date falls at the weekend and so will not be processed until the Monday. Often this account is empty by the end of the month and it means that instead of having money available to use, it is sitting in limbo not available for me to use...GRRRRRRR.
the ability to see where im spending my money i want to be able to call up a menu with things on it like shopping fuel husbands buying junk again that sort of thing because i often get to the end of the month and think what the hell have i spent money on?
I want my bank to be totally ethical in everything it does. That would mean full details of all investments available to all customers. I want to be able to see at a glance that my money is not being used to buy weapons, be given to companies to pay for testing on animals or anything else that I, and any decent person, would find abhorrent.
Weekend opening times
An allocated person in the local branch who oversees your account and most importantly who you can phone directly
Ability to do everything online and at cashpoint
iPhone app for banking
Proper explanations as to why declined for credit etc
Uk call centres
Open at weekends (at least Saturday afternoons)
For the foreign cheque charge to disappear. I pay £6.00 per cheque just because it's a foreign cheque through a ccbilling account (an established brand). On top of that my bank gives me rubbish interest rates.
I did consider looking at other banks but to be honest they aren't any different to what I'm having to pay out anyway.
I would like to be able to carry out all banking needs at my local Barclays branch. The people at the local branch know me and my DCs and are incredibly helpful. Unfortunately I have to go into the main city centre branch of Barclays to discuss changing things from the current set up,with a personal banker..... Ironic as I feel the staff at my small branch are much more like personal bankers to me! Also it amounts to a much longer job and has a cost in terms of parking etc.
I would get rid of the sales chat. It really puts me off contacting them when they use my need for a service as an excuse to flog products I don't need.
I would like to be able to contact my branch directly on a local rate number.
I would like to be able to make an enquiry or open a basic account, eg a child's account without needing to make an 'appointment with an advisor' so that they can attempt to flog me credit cards and personal loans.
YY to what others have said about paying in change. It's a bank ffs. That gives me the rage.
I would like debit card payments to debit my account right away, rather than 2 days later (not sure if this is down to the banks or the retailers though?).
When an ATM does that thing where it doesn't dispense the cash but it still debits your account and you have to fill out a form in person at your branch and wait a fortnight for them to re credit your account - FIND A SLICKER PROCESS BANKS! This has happened to me loads of times and I cannot believe that this is considered acceptable.
I would like to have a savings account that has consistently good interest rate without having to change it every year. it really annoys me
One more, please don't freeze my account because I couldn't tell you to the nearest penny the last payment out - aprox £14 in tesco wasn't good enough, so you froze my account. GET RID OF THIS SECURITY QUESTION
Online banking updated in real time so I don't have to guess when money is coming out.
Also, normal ATMs accepting cash and cheque deposits would be fabulous.
I'd like to be able to speak to a real person on a local number who would be able to handle my individual query including if it doesn't happen to be on a list of standard responses. I hate being fobbed off with putting through to different departments, given different numbers to call. If the person I'm talking to can't resolve the query someone who can should call back, at a time that suits me.
When I unexpectedly went £1k overdrawn - which had never happened in the history of my account - nobody from Lloyds TSB called me to alert me to the problem, to ask how they could help to make things easier or to query what had happened. Noooo they just stopped all my direct debits and charged me a shit load of money to do it. Even though it was their mistake and I eventually got all the money, including the charges back, the appalling customer service still grates.
But when I then went well over £5k in credit over and above my usual balance, Lloyds TSB never stopped calling me to try and get me open some sort of high interest account. Err no! It was payback from the PPI they conned me into paying out for. As if I'd entrust it to them!
Your children's accounts are beyond dull. They don't inspire children to save - my brother and I still have all our NatWest piggy banks.
Also, please give a bit of thought to the security questions your fraud department ask. When I get a call on my mobile from you because you think there is a suspect transaction, I may not be at home, so I can't see my bank statements. I don't mind you asking me which clothes retailers I have shopped at in the past month, but it's unlikely I will know how much I spent to the nearest sodding penny. You could, for instance, ask me how much my council tax is. Or whether I have any standing orders to other accounts in my name. Or who makes regular monthly deposits.
[Disclaimer: I actually quite like my bank and think they do a reasonable job]
I'd like to be able to give my child a per-loaded card that they could only spend in certain shops. A bit like a voucher but with restraints built in. I'd like to be able to log their spending with an app on my phone.
I'd like money to be portioned in my accounts in a way that all my bills could be grouped and I didn't have to work out what's remaining after they come out. Like a two tier current account. Showing what I have but also what's yet to come out. So a real figure not a figure that needs to be calculated with.
I'd like my bank staff to engage with me and my children when I visit a branch.
Evening and weekend opening would make life so much easier.
I would also love to be able to pick up the phone and speak to someone, in the UK, who can talk to me about my account.
I'd want to not have been FORCED to have a contact less card by you thanks Barclays ...
I'd also like £5 notes to come out of machines
Saturday opening and no little machines to be able to view your own account when you have your card with you!
I don't know why funds can't always be instantly transferred - why do these things sometimes take several days?!
I'd also like call centres in UK and helpful customer services on the end of the phone <bitter experience from barclays earlier this year> and not to have to wait on hold for so long when calling. Free telephone line would also be appreciated to ring them.
I'm with barclays and have no major complaints with their online services though.
Freephone numbers. I loath having to go through a 5 minute security check when I am paying for the call.
An app for easy mobile checks / transfers etc - important that it is secure - but not impossible to get into without ten different pins / numbers / codes.
When I have to go into a bank - I like it when the cashier uses my name (Its on the screen / card in front of them)
I also like to have something like a TV tuned to a news channel to watch while I queue.
Also - I have been stung a few times by money being 'earmarked' by a company (e.g: a hotel using my card to book the room on arrival) It can take days to release the funds - when I often need it there and then!
My biggest bugbear is the overseas call centres. My heart sinks when I hear I'm through to one However good there English is the staff just lack the basic skill of connecting through conversation. When you're on the phone this is really important to a successful call.
Also easy phone systems to navigate, remember the passwords when you don't use them often.
What I would love more than anything is being able to contact my own branch of Barclays Bank ... my local branch with my local staff ... not be transferred to India or where ever else they may be located .... I have been a LOYAL customer since 1983 and want to discuss and ask local staff questions not total strangers , especially when I am transferred to several people before I get to the person who can help me.
Funnily enough I was in my local Barclays last Saturday with my friend who needed to pay some cheques in.
Really impressed that they had a staff member asking people in the queue if she could help them - unlike my bank which was a. shut and b. always has very long and boring queues.
If I could wave a magic wand I'd get rid of charges for using your debit card aboard, how can it possibly cost my international bank if I use my card outside the UK ?
No overdraft fee if overdrawn for a short time say 3 working days. And agree the fee shouldn't be more than what you have actually gone over.
Saturday opening (I still have my Barclays On Saturdays badge from around 1982!), maybe late-night opening.
Ability to do anything without a phone. I'm deaf - so use internet banking. Which generally requires phone calls to set up.
Which brings me onto request 3 - make sure your staff are trained in branches to sort out problems, even if some staff have to track down the manager. If I want to open a community group account or a basic bank account all staff should know what those are and get help if necessary, not tell me there's no such thing. Your loss - went to local HSBC instead who sorted both and now have my company's business. It should be possible to set up internet access to my Barclays account by visiting a branch and not being told to phone somewhere. Hint, "can't you get someone to do it for you" is against both Data Protection and the Equality Acts.
I would make it eaiser to contact my local bank rather than a call centre that takes forever to anwser your calls. and change the number so that it doesnt cost an arm and leg to phone.
would also make it eaisier to open account for adult and child
I would love easier way of managing our mortgage and current accounts - any changes to address etc on one account are not automatically reflected on the other account. This is really annoying, our bank still hasn't got our address correct after nearly 4 yrs of living here. It seems to be a problem with their computer system which doesn't accept the layout of our address. Please also stop sending a statement to me and then one to my DH, it's our joint account and we can both read the same statement, we don't need to destroy more trees! We've tried cancelling the duplicate but apparently it's this bank's policy to send to both account holders. This didn't happen with our old bank.
I would dearly love a bank to be unobtrusive. I would like them to be quiet and purr along like well-oiled machines in the background and never EVER contact me.
If I choose to contact my bank, then I would like to be able to contact them. I do not want automated. I do not want someone who is patently from Bangalore but calling himself William. I want contact via internet/sametime, phone (without automation or William from Bangalore) and I want availability 24/7.
Currently I bank with the Halifax. A more in-your-face bank cannot be imagined. They send me bank and credit card statements via snail-mail. I have to rip these up unread to recycle the already-out-of-date data. They text me about a zombie account but I cannot stop them from doing so and nor can they shut down the zombie account. The Halifax write to me and phone me up daily. At the moment they want to arrange an appointment with an under-educated financial advisor. I caved once on this front five years ago only to encounter a very young man with a lot of spots who worryingly seemed to know nothing about finance.
I would dearly love my bank to shut the fuck up.
Proper Saturday opening please.
I was on the phone to a lady from my bank when there was a payment pending fiasco and ended up in tears. She was stunningly nice, asked if the was anyone else to do the talking on my behalf and when I sobbed that I was alone she just waited for me to calm down and said she hoped I was alright at the end of the call. Having people who actively listen and respond to their customers on the phone and not just reading a script is so important.
Something easier than trying to remember all my user I.D. information would be a god send.
Id like the bank to actually ring me to inform if my card is cancelled - by someone other than myself!!!!
(waitrose apparently cancelled my card and ordered me a new one!!!)
I would like to call my branch
A return to more local banking facilities. Why do banks never have post offices within their premises?
Yes, do away with available and current balances, just tell me how much money is left!
Not Barclay's, but one of my banks won't let me set up our amend a standing order online. Which is ridiculous. I'd like that to get knocked on the head too.
Allow me to cash a cheque by post. I don't want to go into branch to do it.
More branches and better opening hours (ie longer).
What I'd like is for a bank not to charge me when I go overdrawn if I have sufficient savings in another account to cover the overdraft. They should auto transfer to cover the overdraft and send me an email/text to alert me when they've done that.
It would be to good to be able to deposit cash and cheques without having to go into a town centre, pay car-parking fees and so on just to visit a branch. Experienced drive-through banking in the US and we should have it here.
Yes please to coin counting machines! Also, a facility to 'speak' to someone online, when logged into internet banking - a bit like the instant chat thing British Gas have, rather than emailing/ringing up. Being able to post cheques to pay them in, pretty much the only reason I go into branch now is to pay in a cheque.
saturday openings or self service machines in the foyer of the bank that could be accessible with your bank card (as it's standard in europe).
I'd like to somehow not to have fill in little slips of paper if I'm paying in. I know I'm just being lazy but it feels so old fashioned. Can't I just hand it over, maybe with my cardm and the cashier deal with it all? Using a pen just seems so antiquated. And then they file the slip and cheque in a little perspex box.
Send me less marketing material, if I want another product from you I'll ask. Have more tellers available at busier times and rejig your mikes so that you don't have to broadcast your business to the whole queue for the teller to hear you.
I loathe receiving letters from my bank trying to flog me credit cards - if I wanted or needed that product my bank would be my first point of call, but getting unsolicited communications by post which are clearly from my bank panics me (until I open it and then it just feels intrusive).
- Safe deposit boxes back, definitely.
- Direct line to actual bank, rather than having to go through main Barclays number - very annoying when I'm trying to reach a particular person at the bank and I don't have their card. And I end up going through 2 or 3 people who each try to assist me, even though I keep telling them I just need to speak to this particular person please.
- no more marketing calls in the evening to try to sell me a service - I've asked if they are selling something, and they say no. I ask why they're ringing and they're ringing to tell me about a great new service, that will cost me money... lol, hello, that's selling, folks!!!
- hate that card reader. hate hate hate. I know it's for security, but god I hate digging it out and using it to set new transactions up. hate it.
- free coin counting machines
- god yes, being able to email an actual person at the bank would be very helpful as well
I'm sorry but I want to speak to someone in my own country when I phone up to ask a question. Other countries do not have to follow the same security protocols as we do and I prefer call centres in the UK.
I would do away with overdraft charges, they have got way out of control and I also find the little pin calculators that some banks issue you to access your blog at home just too much, I have had one break down and that left me unable to access my account - Nightmare!
I'd like online banking to be more interactive and I'd like to be able to enter amounts when I log into online banking,my wages go in on the last day of the month if I could enter planned direct debts from that each month and check them off as I go along I'd have a clearer where I was up to for the weeks that followed. I do have a separate system to do this on but checking amounts flicking between screens fills me with dread so I put it off then I don't know where I'm up to.
The calculator machine just to log on is annoying. I couldn't find mine today and no doubt will forget to cancel direct debit I want too.
Introduce codes onto cheques so that these can be 'paid in' online rather than having to physically go to the bank to cash.
These could work like discount vouchers so could guarantee only one use.
Hi - thanks for all your wishes.
Barclays wanted me to pass on the following message to you:
"Thank-you for all of your inspired ideas and posts, they have made for some very interesting reading. We are busy reviewing every one of your suggestions and we'll come back to you shortly with an update on how we intend to bring some of these ideas to life. Remember, you can still check out other suggestions we have had and what we are doing about them at www.barclays.co.uk/yourbank"
nemno wins the £200 JL voucher for posting her comment - well done.
Thank you so much. SQUEEEEEEEE
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