July 2018 by Arthur Brown
Absolutely shocked to find this branch has a 5 star review. The service is absolutely shocking. Way beyond terrible. I've banked with this bank for nearly 30 years, and this is, without doubt, the worst branch I've ever been into. Every time you go in you wait an age to be served. Whether there's one customer in the queue or fifteen, they only ever have one cashiering position open, and as they don't usually man the enquiries desk, you spend ages waiting to pay in/withdraw whilst the single cashier spends 5 mins or more discussing the requirements for opening an account with somebody whose query should clearly be directed to the enquiries desk to free the cashier up for what they're there for - processing transactions.There are normally three or four other staff on view behind the glass, just chatting/looking out at the queue with disdain, or doing admin tasks. But they never, ever pull a blind up and open that second cashiering position.
They fail to see the distinction between the need to respond to enquiries and the need to process transactions and have people on their way. But hey, this is Rossendale, the land where time stands still, and it's not about the customer, it's about making sure these self serving employees aren't too put out and don't have to work too hard.
Do yourself a favour. If there's more than one person in front of you in a queue in this branch, leave, jump in your car or on a bus and head for the Accrington branch. It's a model of efficiency and good customer service. Such a contrast. Chances are that even allowing for the journey time, you'll have concluded your business before you would if you'd stayed in the Rawtenstall branch.
I've not based this review on a single observation, incidentally. This is how it always is. People routinely walk out from the queue in Rawtenstall. On each of the last two occasions I've visited the branch, three people in front of me gave up the ghost and walked out. I told the person who eventually dealt with me this, and they really could not have cared less!
A truely dreadful customer service experience (almost) every time. They need to buck their ideas up or simply shut the branch, as it's not fit for purpose the way it's currently run.