HSBC Sutton Coldfield

What’s the point in this branch? There’s no counter service and I got sent to the post office to pay some cash in today and they said that’s been the case for three weeks. I feel sorry for their older customers that aren’t comfortable with online banking. NatWest down the road is miles better.

What an ill conceived and poorly executed idea of removing counter services and substituting people with machines!The cash depositing machine had chewed up the notes of the customer in front of me resulting in 3 members of staff then taken off the shop floor to retrieve her money from the back of said machine.With only one machine in branch able to perform this critical task and out of action for about 10 minutes, a lengthy queue formed, the only other option presented by staff being to pay in at the Post Office.Conversely at Santander a couple of doors down they have counter services and all 4 of their machines can deposit cash, pay in cheques, withdraw cash, print statements blah blah blah. Who would have thought that a machine could multi task?HSBC take note this is what happens when you prioritise technology (and do it badly!) over staff and more importantly your customers.

It's a bank without a counter service. If you need your money you will have to use the machines that are working. The personal touch has gone.

15/12/23. Absolutely great service thank you to Amy bank manager and Ania (hope I’ve got correct names). They helped us Saturday and again today to sort credit card fraud and never giving up after being put through to six different departments and one and half hours in bank they got it sorted. Thank you so much for your help we could not have done this without youM and T Hughes

2002 Outstanding service today.Paul helped me re activate my account he was so good went step by step2001 Had a wonderful young man teach me how I could change my information online. As some things you can't do on an app.He was very patient and walked me through it step by step.Also manager made sure everyone was safe while in the bank.Over all everyone I delt with today. Gave 100% fabulous customer service.Was a pleasure to go to today. Thank you

No counter service at all.Utterly ridiculous and pathetic.

Pointless service, they have the ability to take your money from you, but not to give it to you. Glass fronted, digital screened place that functions offering services no-one wants, and to inform you, the customer that the closest counter service was in a different county.

Since they removed the counter service there is now pretty much nothing I can do in this branch that I cannot do with my phone. All I wanted to do was withdraw some cash (which was slightly over the amount the cash machines will dispense). Not a hope. Helpful suggestion from the staff? 'Go and try a branch that does counter service'. Well, thanks for that! Closure by stealth. Remove the services one by one until it has lost all useful purpose, and then blame the punters for not using it. Hopeless.

Raj helped me with a Help to Buy ISA today (8/7/23). She was knowledgeable and clear and made a stressful situation much easier.Unfortunately, I don't think she normally works at the branch but, ultimately, she was kind and patient. She even followed it up with a phone call after I'd left to clarify something for me. Exceptional customer service.