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How right you are in everything you write.
I gave up Lloyds bank, whth whom I had been for the best part of 40 years
because I couldn't get through to anyone ever. Transferred to First
Direct, and it's the next best thing to banking heaven. Often my calls are
answered on the first ring!
I then dumped Saga, who are just as bad as Lloyds, and transferred to
Direct Line; again, bliss.
My measurement criteria for a good practice include how easy it is to
speak to someone, on what rate phone line. Time for the masses to rebel!