The Co-operative Bank - Newcastle-Under-Lyme 45 High Street Newcastle-under-Lyme

Me and my mum went in to report my nans bereavement, walked in and no signs where to wait or to go. One woman was serving on her desk and one man was having a joke with a customer, no one acknowledged us at all. After 5 minutes of waiting, the man finished his chat and came over to see us. We said we needed to report a death and he said we'd have to book an appointment, which to me, being a big life event is something you should make time for. We were told we could do it online as well, which is a lovely personal touch...won't be banking with this bank

I felt the experiences every time l went in was a very low moral subdue bank.lf l phoned for to a isa it would have been nice for the person who was speaking to. Introduce her name a very explaining like it was a chore explain it. I was not asked to set one up. My feelings was negative being blind and wheelchair which l explained which was on a negative vibe. I left the phone with a polite thankyou. 2 days later l pulled all my accounts out. I no longer save and for years the site as gone down hill for name, bank, and how can l help you today, Them days are over from a human polite to being a invisible person handing savings over. Next one. Gone of the good polite days that dwindled away.

Wife spent months getting Power of Attorney and sat in the branch for ages sorting it out. Six months later she goes in to transfer a sum out of an existing account into an existing ISA. The woman behind the counter had just sent a young man off with a lecture about telephone banking. My wife got the same. "Pass books?! Pass books?! We don't do pass books!" "If you want it done sit down there with those others over there. There's a half hour wait. NEXT!" If the counter staff are incapable of performing simple tasks they are hardly in a position to lambast and lecturer the public.

Brilliant staff .Cheryl ( think that's her name ) super helpful..other staff member ( don't know name) couldn't of helped me more .how refreshing to sort problems out easily without using a super frustrating call centre. Many thanks

My bank card was blocked by visa for online payments a couple of days ago and i also had a couple more issues that needed to be resolved. I was helped by a really nice lady called Katie, she was so friendly and efficient, she explained everything clearly and sorted my problems with a smile and could not have been more helpful. It was such a surprising an d pleasant experience. Thank you so much Katie, you are a credit to your employers, this level of service with a smile is so unusual these days. Keep up the great work, if you have a problem Katie can definitely help.