Richard Jojo

Jan 22, 2018

A Very Poor Branch Manager, Incompetent Regional Director and a biassed Complaints Manger...

Sale Branch, School Road. On the 20th December I went into the Branch for some Change. and to deposit some money into my account. There was a horrendous Queue of customers and only one person on the till. This in itself is entirely incompetence on the part of this so called Branch Manager, Everyone in the queue was complaining and I mean everyone and that was including myself. The Bank Manager was asking people if she could help them and she was as usual trying to force her staff and the customers to use only the machine to deposit items. Most people in that queue were wanting a face to face till person to deal with and you could see this Manager becoming more and more agitated especially when she was hearing everyone complain about how appalling this Branch was run. I was the loudest of the complainers having experienced this low level of customer Service at her hands on far too many occasions. When she reached me I told her that I wanted change so she took me to front of the queue and opened a till to give me change. I said to her that did she not think that it would be appropriate whilst all her staff were on lunch that she now operated a till to alleviate the waiting of all the customers. In fact when I handed over the cash to her at the till she had just opened she said I think you should use the machine to deposit whilst we are short staffed. She then whilst I was going to the machine saying to me that I was the only person complaining and how dare I complain about HER BANK. I have to say that this the worst run Bank of any Lloyds I have been in. How on earth has Lloyds sunk to such depths of allowing and ill fitted person to be employed as the ambassador of a branch is ridiculous poor management at the higher levels. In this Branch, the air conditioning never works, there are constant machine failures, the Bank is generally always filthy in appearance, there is never enough staff on duty and when we do have staff they are all as rude as the Bank Manager Because of this treatment I decided to lay a complaint at the door of Lloyds Bank. The Conclusion of my complaint as laid out above and told to me by a Biassed and very rude Complaints Manager from Halifax Bank as follows: 1. The Director of this Region has decided that all his branches shall have less staff and that he was actively asking his employees in all his Branches to encourage customers to use machines instead of the Tills. So it was concluded that this Manager was in fact acting out his orders. On this basis this part of my Complaint dismissed. 2. This Director coincidentally visited the Branch last Friday, 19th January 2018 and he sat and observed how the staff and management were working and interacting with the Customers. His conclusion after speaking to what I am told a few of the customers visiting that day was hat they had found the Management and all the staff bubbly, helpful and very friendly. Suffice it to say on this basis this part of my Complaint was also dismissed. 3. The Manager of the Branch stated to the Complaints Manager that I was raising my voice and that it was in fact myself that stated that this was my Branch and it was then that they replied that no it was her branch and I had no right to complain. On this very blatant lie which if the CCTV were looked at properly, the so called regional Director would see that this Manager was lying. On this basis this part of my Complaint dismissed. I can swear on my life that this Manager is not telling the truth at all. So there you have it complaining in a branch is a total waste of time because in my part of the World customers don't count an Iota to an over ambitious Regional Director and a Manager who is prepared to distort the truth and complaints Manager who was basically talking down to me as if I were a child. I have to take all of this with a pinch of salt because how on earth would I ever get any justice in a situation that is investigated purely as an exercise to protect the Manager. Lets face as a Branch Manage, off course I am going to be nice to customers when I know my Regional Director is sat there watching me.... Look at the the other reviews before dismissing my complaint.