Utterly useless on every metric but specifically on customer service.

So many things. When one phones a complaint line one wants to deal with a person, not an automated system. Do Better. Explaining the situation and then getting passed, cold onto a new person is just completely unprofessional and stupid. The right was to do this is to get the right person in the right department on the call and when they are briefed, hand the call over to the new person. Bear in mind at each event the customer gets more ****ed off. Worst of all you have centralized all decision making like little commies, but then say there are functions that must be handled in the branch, while giving the branch absolutely no local authority. I lodged a general power of attorney, and then some pencil neck said they did not like the power of attorney. The twerp then hid behind an email and refused to discuss why a legal power of attorney, held no legal sway despite the specific english wording providing complete authority. But wait, it gets worse. The branch manager then said they are not allowed to talk to legal or get them on the phone or they would get in trouble. What an utterly shambolic wastland. You have no idea how to run an establishment and how to empower employees. Completely unsuitable to conduct any sort of service for a person or business who has an expectation of people to make decisions and use their judgement.