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Many bank customers dissatisfied with service
Western Mail
|July 23, 2025
MORE than a third (35%) of bank customers do not feel valued by their bank, Which? research indicates.
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The consumer group's survey in May of more than 13,600 members of its Connect Panel found many people said they had noticed the removal of services in the past two years.
Common issues highlighted by Which? members included the loss of paper statements (18%); automatic cheque book replacement (15%); face-to-face appointments (14%); coin-counting machines in branch (8%); and ATMs that accept cheques (7%).
Three in 10 (30%) people expressed dissatisfaction with branch banking and 9% were dissatisfied with telephone banking.
Some 5% were dissatisfied with their bank's mobile banking services, and 6% were dissatisfied with their bank's online service.
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