HSBC

I popped in to this branch on the 7/7/20 at about 12.50pm I just wanted to say what a well mannered polite young lady serving on the counter..even tho she was busy she went out of her way to really help me.. I have never met her before until this day..Sadly I have forgotten her name. What 1st class customer service..she was a really happy confident person who look like she was really enjoying her job! Wish there was more like her!

It's hard to find the words to describe how disappointing customer service is at this branch. Staff seem really careless: I have really lost plenty of time because of a series of mistakes they made, and, in the end, I only got a half-hearted apology from the branch manager. Also, if you're a premier customer don't expect to be treated in any way better - the premier lounge upstairs is most of the times unstaffed and if you're luck enough to find someone there, they'll ask you to join the queue downstairs.

I came today to do a high value payment for the completion of my house. There were 2-3 staff at the door diverting queue of people and only 1 counter staff doing the work. It was a busy day. I waited for over 30mins at the counter queue just to be told that they cannot make high value payment. I then started waiting at a different queue for other branch officers. After over 1 hour wait at the branch, I was seen by a female staff. I filled a form with payment details and she took over 20mins to key in the payment. She came back to say that the payment can only be made for value tomorrow because the cut-off time is 15:30 and it was 15:33. I made the trip into the branch to make this payment to be able to make the payment on same day basis which was required for my house completion. The service level, branch management and the competence of the staff were extremely poor. A day ago I was at the Barclays branch to make another high value transfer which was done at the counter within 10mins.

Customer service seriously needs to be improved.

The young girl with the long wig really needs to be retrained on how she speaks to people. I was using the “paying in cash machine” on behalf of my mother as she isn’t able to come out due to this pandemic and needs money in the bank for direct debits. The machine froze she had to go round the back so she could get the receipt & took the card and then came back with a very rude tone in her voice saying she is giving me a warning and next time she isn’t going to give me the card back. Even as I was explaining the situation she didn't want to listen.

I was there today, been greeted with Phoebe. She was super nice and helpful. You should have more employees like here, and she deserves pay rise. Thanks Phoebe for making it a nice experience for me.

Refused to open an account. Asked me to come during the working days.
Definitely would not recommend this branch

Queue wasn’t too long on a Tuesday at 14:30. The door man was a nice guy. Woman at the check in counter didn’t seem to know what was going on and gave me misleading information. When I met with the banker service was done quickly and easily.

Highly inefficient. We reached the branch at 2.15 PM to do two wires. We were told that there are 3 people in the queue and so it is not suffice to time to serve us before closing time at 4.30 PM. Took a taxi to Chiswick branch and the nice people there got it done in 20 minutes.