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14 January 2021

Feedback on your Covid concerns

Newsflash for LBG community bank members
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Keeping your concerns under review

A newsflash was issued to members in Halifax, Lloyds and Bank of Scotland branches today following talks with the community bank leadership team to discuss the key areas of concern. 

Thanks to everyone who sent in feedback in response to Coronarivus update 1/2021. We’ve had two meetings this week with the community bank leadership team. Key areas under discussion are:

Customer behaviour

We’ve said the bank’s messaging needs to be strengthened along similar lines to supermarkets.

Servicing customers

We’ve called for a review of the current phase that encourages longer conversations with customers when interactions should be kept to a minimum.

On-call colleagues

Agreement reached for colleagues who need financial support – more detail to follow.

Customer surveys

We’ve asked why they’re still doing them and what the results are being used for.

Supporting other business areas

We’ve asked who will be expected to help and when. We also want a clear rationale so colleagues understand why they’re being asked and how this will impact our request that more flexible working arrangements be agreed so staff get more time away from branch.

This newsflash is just to let you know that we hear you loud and clear and we’re doing our very best to effect the changes you want to see to keep you as safe as possible. A more comprehensive update will be issued as soon as we have more to say.

Thanks for your continued support.

Newsflash ends.

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