I changed to Santander many years ago when the branch staff were experienced regular advisors. All has changed - I have watched as older customers were " bullied" into using the automated machines instead of receiving help from counter staff. All customers are assumed to depend on the use of mobile phones . Please note that some of us do not walk around constantly looking at these devices. When some of us "seniors" meet difficulties with online banking instead of receiving help our accounts are frozen and it takes more than a week to rectify as Santander rely of the old fashioned method of sending re-set details by post! When I was contacted by customer services as I had been deprived of MY money for over a week ,I was offered a derisory sum of £30-00 . This was raised to £50-00 on my objection. As I had a very large sum deposited in their bank I considered this an insult . I was told it didn't matter about how much money they had of mine. Well thanks Jo- I took this on board and found that other banks would reward me for switching to them for more than £100-00! Obviously they were interested . Guess what I will be doing.