It goes back years. First of all, it was convenient. They had a branch in a large supermarket near to where we lived. With the coming of the debit card and eventually on-line banking it became irrelevant where the actual bank was situated.

It’s been a good relationship really. Until now. Everything’s changed due to a break in at our village supermarket. The thieves broke in and stole the in-store cash machine. I went in to use the cash point and there it was – gone. In its place was a large stack of family packs of crisps. Not to worry, it would be replaced – or wouldn’t it?

A day or so later my husband needed to speak to a customer accounts adviser at the same bank (they don’t seem to have bank clerks any more) and mentioned the problem– she assured him that to their knowledge the cash point was still there, in store.

We looked. It wasn’t there and still isn’t. I miss it being in its place in a well lit store which opens until late every single night. The girl at the till says it might come back, but probably not.

And the point of all this?

The Office of Fair Trading report into personal current accounts says that only 6 per cent of bank customers switched accounts in the past year, even though they could probably find accounts at other banks that are better suited to their needs and possibly would charge them less.
At the same time, it’s estimated that around twenty per cent of energy customers changed providers in one 12 month period. Mind you, I did that once, and never again.

The general view is that customer inertia is the main reason behind customers staying put - with some staying at the same bank where they opened their first account.

Maybe the time has come to shop around?