Your customer representatives need lessons in dealing with people with mental health disabilities. Telling someone with anxiety to call when they can’t and insisting it’s the only way you’ll deal with the issue is not helpful. Sarah Thompson should not be in you complaints department. Telling someone recently tragically bereaved that she “appreciates how difficult things are for me” is really not an acceptable thing to say. You have no idea. On the back of this appalling service I have today opened an account with First Direct and will be starting to transfer my affairs over to them. No loyalty to me, no loyalty to you.