Lloyds Bank

I needed to do a name change which can only be done in branch.I had queued behind two people at the help and advice desk for 40 minutes before being served.I was served by a lovely lady called Jayne, and I absolutely give her 5/5 for her customer service. There is only one workspace for H&A and more are needed!My query took some time and I felt stressed by the ever building queue, by the time I was finished the queue was nearly out the door.There's also no privacy at all as you discuss sensitive data like your job, salary , DOB, address etc. I was very conscious of the amount if people in ear shot - not Jayne's fault.Get more people on the H&A desk, and send sensitive requests to the privacy of one of the offices upstairs or have it so an appointment can be booked. From what I heard most people at H&A just needed help with using the Internet.Make it so you can do a name change online . If you can scan in a cheque why can't you scan in a marriage certificate. There was nothing I was asked to provide in the branch that can't have been answered on the phone or provided online.

A good prominent location for a bank to allow you to do all banking business.Certain customers need to recognise there is a one way system and that queue to visit cashiers is where it is for a reason. Sorry but when customer do not follow simple rule the rest of daily life just suffers and its other customers who end up wandering...

Very disappointed to visit branch. Staff have no knowledge how to value their customers. They have no respect for time and effort people make journey at branch. Bunch of unprofessional staff who have no knowledge what are they supposed to do totally irresponsible for providing wrong information but great to cover up their colleague’s mistakes. I made formally complaint about their stubborn attitude. Lloyds itself very good bank they should invest some resources to hire professionals staff. I am surprised despite several negative reviews about this particular branch no one taken any action yet. Wish I can give zero star.

Quote from the bank manager.The bank is trying to change people's mind sets into not having cashiers hence no cashiers till 09 30. Sorry I like to sort my banking out with a person not a machine. What should have taken a couple of minutes took 25.I also prefer to be out of town asap. Very disappointed with lloyds. We have only been banking with them for over 40 years. We are not sure if we will stay with lloyds.

The employees say things that they are not sure about, and I came twice to try to open an account and was sent back twice without any reason. I expect the bank needs to train the employees more to respect the customer’s time and When I asked him about the employee who opens bank accounts, he told me that she left early because she was tired. It was a lot of work today. I expect that she should leave at 5 pm , like the rest of the employees, and no one can do her work, not even the manager (there is no respect for customers at all).

Sue or whoever the branch manager is definitely incapable of operating the branch. Not just the low ratings are but treatment to your customers. You actually threatened to call the police when I begged you to let me withdraw my money which was emergency! I was only 1min late (18.02.23) which I explained someone hit my car reason for the minute lateness! I wouldn't recommend anyone to this branch. Pretty pathetic leader

Went for a simple name change. Was told by a lovely lady to queue in front of the H&A counter. The lady at this counter didn't even acknowledge that I was waiting for 15 mins. She served a customer and walked to the front and served others. Came back to only find that I was still waiting.. After 30 mins, she finally served me to only tell me that she doesn't know how to do a name change on the system. Then walked around trying to find someone to help me, and ended up sending me to Floor 1 and the staffs upstairs were super efficient and changed the name within 10 mins.Downstairs needs to be more organized and a better queue, serving system, as well as trained on how to serve people. Maybe avoid telling customer they don't know how to do something. I was very close to leaving the branch and going to another one...But thanks to the lady upstairs for being super nice and quick!

Opened a new account and tried to deposit money at the luton branch for three days (Thursday - Saturday) but staff says IT system has been down. Staff keeps fighting with each other very unprofessional management of staff and customers