Created a appointment online to talk to someone in branch. Walked in and was directed to the appropriate waiting area. The wait time was minimal. The lady who I was meeting took me to a little room and had a lovely chat with me about all sorts of things. It was like being with a friend rather than being interrogated by the bank. She helped me with what I had come in to do and wasnt too pushy about anything, offering me other bits and bobs along the way but only things that would benefit me. While I was there she noticed my home insurance and did a quick quote to see if she could get it any lower for me and sorted out new life insurance, which I had been trying to sort myself but struggled. She offered me drinks throughout and made me feel extremely welcome!