First Contact

On Monday 21st, two things happened. Firstly, our new debit cards arrived (hooray! It had taken 22 days for a new card to be issued, 16 days for my husband). Secondly, I got a phone call from the branch manager.

He sounds like a nice guy. I've always thought of bank managers to be big and scary, not be people who apologise unreservedly on behalf of their company. He said that I would get a letter from the complaints department, and a full investigation would be carried out, but in the meantime, he wanted me to know that if I had any more problems, I was always welcome to contact him at the branch. He even gave me the branch's direct phone number, and said to ring if I needed any help. He apologised profusely, and said things like "there's no excuse for what has happened".

I know it was a courtesy call, but it was certainly appreciated.