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| Customer stages
protest over bank branch queues |
Computer worker banned from carrying
out survey in building
Dr Mike Westmacott outside the bank with Hannah Moore |
A computer specialist is so fed up queuing at an Angel bank branch
that he has launched a one-man campaign to force it to employ more
counter staff.
Now HSBC branch in Upper Street has banned Dr Mike Westmacott from
carrying out a survey of customers’ complaints inside the bank.
This week he won support for his battle from national pressure group
Campaign for Community Banking, which fights for improved services.
Dr Westmacott, of Upper Street, printed his own detailed questionnaire
asking customers how long they have had to wait to be served. He
hopes the results will shame the bank into improving its service.
His campaign for more staff was launched after he had to queue for
40 minutes for a teller to change cash from a night’s takings
at the pub where he works part-time. He claims that just two out
of five counters were in use.
On Monday he was banned by the branch manager from handing out copies
of his questionnaire to customers inside the bank.
Dr Westmacott said that, rather than move his personal account to
another bank, he is making a stand on behalf of long-suffering customers.
Now he waits outside the branch for an hour each day, handing out
forms asking customers about the service received and how long they
have had to wait to be seen by counter staff.
Dr Westmacott, 27, said: “I’m just fed up with the phenomenal
amount of queuing.
“I’ve waited 40 minutes, behind some 40 or 50 customers.
But I’ve heard of longer times from other customers.”
He believes HSBC is not the only bank with long queues.
Dr Westmacott said: “All the banks have cut their levels of
staff in recent years. They earn millions from customers, and are
quite happy to allow us to get into debt. But when it comes to providing
a service they want to cut costs.”
Campaign for Community Banking chairman Derek French said: “Lack
of bank staff is always a big problem. They are happy to sell you
an ISA or a mortgage, but there is no financial gain apparently
in providing a good person-to-person service.”
A HSBC spokeswoman said: “Michael Westmacott, though a regular
user of the branch, mainly to get change for the pub he runs, doesn’t
actually hold his business account with us.
“We believe his concern is queuing for the counter but if it
wasn’t for HSBC serving non-customers, like Mr Westmacott’s
pub, clearly queues would be smaller, particularly at busy times.
“To that end we are introducing a new policy of not serving
non-HSBC customers in our busiest 400 branches between 11am and
2pm, and non-customers who choose to use us outside these hours
will have to pay an administration fee.
“Currently, the counter is fully resourced through three till
positions at all times, which is considered reasonable, given the
usage by HSBC customers.
“And we do not have a policy of reducing customer-facing staff.
In
fact, we are recruiting more branch staff because we consider it
an important channel for our customers.”
The bank admits the future of its Angel branch is by no means certain.
The spokeswoman said: “The branch is on the bank’s planned
list to ultimately relocate to alternative premises, or to refurbish
if relocation is not possible.
“Although the branch is in a prime position, the ground floor
is small, and is not conducive to providing the sort of good customer
service we aim at.” |
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