We all know that Monzo aces customer service, but I thought it might be nice to recognise amazing service from other financial institutions, too!
I’ll go first: a year or two ago, a direct debit failed on my Norwich & Peterborough current account, which meant that my Virgin credit card wasn’t paid.
Long story short, it ended up being N&P’s fault, but the personal way that they investigated, owned up and settled up financially - including fees levied by Virgin and an offer of some extra cash for my trouble without me needing to ask was exceptional. Contrast this with Virgin, who made me feel like I’d done something wrong and was treated very badly (“well if you feel like that I’ll ask my manager to consult the recordings of your conversations”). What was initially N&P’s issue made me feel more loyal to them, and made me cut all ties to Virgin.
(Sadly, N&P was in the process of closing their current accounts which, in a way, made it more impressive as they weren’t trying to retain me as a customer).
Given that it’s usually easier to complain about what’s gone wrong rather than praise good stuff, does anyone want to tip the scales and share some praiseworthy experiences?