*nods* HSBC performed an amazing fail after I moved from Cambridge to Oxford (but left my bank account at the Cambridge branch). 4 years in they decided my address (actually the departmental, a house on the Banbury Road) was 'insecure'. Obviously I would have to visit the branch, 3 hours drive away, to collect my cheque books and cards. No amount of pleading to get them to send stuff to the Oxford branch for collection would work. So I gave them an ultimatum to give me my cheque book and card by $FOO or I walked. They didn't, so I walked as far as RBS on St Giles and banked with them until I bought a house in Reading 10 years later, and moved my bank account to go with my mortgage.

I was very sceptical about First Direct because of this. However, so far I haven't been able to fault them. HSBC does have its sucky moments, but getting far better customer service and being able to pay in through its branch network seem to be an overall win.