Re: Customers of the bank, whose values include "Excellence" and "Service"...
Many years ago I spotted the trend, and just went with an online-only bank.
My thinking: If they are ONLY online, then being "down" is ultra-ultra-ultra-critical to them. And they would have to provide a way for me to do everything I need entirely online.
That's worked out perfectly for me so far, after having blacklisted every UK high-street bank for not-unreasonable reasons (being laughed at when asking for a mortgage, so I went next door and got one, complete inability to have a secure website for years and expecting some Java plugin nonsense to suffice, and even holding onto a cheque until the VERY, VERY last moment having never done so before, in order to fine me for briefly going overdrawn, etc.)
I couldn't find any UK bank that would give me notifications of every transaction. My Italian friends had it with their bank fo years, in the UK only "above a certain limit", by a text message that could take forever to arrive, etc. Went to an online-only bank, my phone literally pings as I'm tapping my card in shops. Any shop. All shops. Immediately. For all transactions. The best anti-fraud measure you could ever hope to have.
Since moving to an online-only bank, I've literally not had any complaints about them. They bump my savings rates up and tell me instantly, I can set money aside, I can view my card details in the app, I can freeze it if I lost my card, etc. etc. etc. It all just feels 21st century, while the high street banks were still in the 80's.
Hell, I can't even check my mortgage online with the provider, but the banking app checks my credit record and shows it in my account for me. If they offered mortgages at the online-only bank, you can be damn sure I'd be switching.
And they even let me claim my wages a day earlier than everyone else because, as they say, "All banks could do this, they just choose not to". It's been great.
When someone is giving you bad service, move. I did the Current Account Switch Guarantee and I didn't have to do a thing for all my old high-street bank account to come across to the online-only bank, with scheduled payments, etc. as well.
Plus, I'm not paying for surly staff, useless machines, security and the like in a bunch of increasingly-expensive retail locations. It's totally unnecessary.
If you're expecting a return to the good old days of high street banks... it went. Decades ago. Even the better ones have all followed suit. There is no good high-street bank.
Pack up your things, move to an online-only one, and enjoy life again. It took me installing the app and a couple of photos of my documents. That was it.
I would recommend Monzo, personally.