If First Direct can run a bank where you can ring and speak to someone in person within a few seconds, why can't the other banks/utilities/phone services/utilities/big stores?

[LindorDoubleChoc]

Can anyone explain? Does it cost First Direct a huge amount and if so how are they still afloat?

Is there another place (any other similar service) in the UK where you can call on a number which is easy to find and you get to speak to a human?

I don't know, but it keeps me with them. Their customer service is fantastic

Their service is fantastic. They accidentally tore my marriage certificate when I sent it - they returned it taped up with an apology and a credit of 50 for a new one and the inconvenience, unprompted