As a client for well over a decade, I would say they have two key issues:(1) Slow ServiceOn average be prepared to spend 30 minutes to 1.5 hours every time you visit. The staff are really friendly and helpful but there is so much red tape, so many unnecessary forms and formalities that simple things take 30-40 mins to resolve, anything more complex and you're looking at over an hour!(2) The bank is very poorly digitised, their business and personal apps are useless aside from checking balance and conducting simple transfers to pre-set parties you cannot do much else. They really need to look at what Revolut is doing.
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