I spend a lot of time abroad so my experience is almost entirely of internet transactions. I have no complaints about counter service when I use it. Decline in service? One small example: the website has been revamped so now I have no print option for my credit card (as supplied by the same bank) account. I am forced to copy-paste details from the site which they seem to have arranged to make as tricky as possible. The old ‘print account’ option has gone. I did wonder if statistically this might mean that enough folk would make mistakes in repayment to the bank's advantage in interest payments. But that's just my rotten suspicious mind. I mean - as if a bank would ever stoop so low!