Bank Partners レビュー 

**COMPLAINT**

I am not at all happy about the way the Bank Partners compliance team have treated me.

I received an email from them on *Friday 25th October at 3.20pm* informing me that my profile had been restricted from working and booking shifts due to my DBS expiring on that day (??!!)

I immediately emailed them and tried to ring them multiple times (I have the evidence) but no one replied to me and no one picked up my call.

I had sent them THREE emails previously to inform them that I AM on the DBS update service! I have the update service ID! So no restriction is to be applied to me!! But no one had got back to me then either!

Basically they ruined my weekend and I’m psychologically and emotionally affected by this and I’m in the process of escalating it.

I am so impressed with the prompt attention that my resource consultant gave me.
She made everything look easy and smooth.
I wish I could name her.
In all I am glad.

Bank Partners were extremely supportive/understanding/straightforward during the application process. Thank you 😃 very much.

Great help from one of the bank partner staff. Problem and my queries were rectified the soonest time possible.

I got message from my Incharge that my shift is cancel at 6:57 am and said will be compensated for 2 hours for the day. However I saw from the welcome mail from the bank saying if shift been cancel “ On rare occasions, the trust may cancel a shift, but we will always ensure that you will be paid for this in full if cancelled within 2 hours before the start of the shift.” I called the bank partner when I reached back home from halfway to hospital. I called the bank partners he said the same. I was wondering why there is difference between what is been written on welcome mail and the application. And I ask my bank partners that I work on 26 august but was not been paid, today is 11 September he said it was already been paid on 3/9/2024 but I said I didn’t receive any payment, I haven’t give any separate bank name or anything. He said he will forward to customer services but the phone never got picked up for next 20 -25 minutes of ring to customer service. So I have to cut the call. In that sense I don’t know what to rate for bank partner? How much would you score the bank partner if you were in my place?

I had the pleasure of dealing with Queen Cole today.
My whole transfer from Fixed Term to Bank transition is a total nightmare. I have spoke to various Talent Acquisition staff and nobody has tried to get my complex situation sorted out. They kept on saying there was nothing they could do and so never dealt with and just left it

On my 4th attempt, I got through to Queen Cole. She was so helpful and sympathic. Whilst on the phone she sent emails to various Department to find out what exactly was going on. She explained, my situation was not escalated to anyone but she was going to get hold of Partners to try and get my situation sorted and escalated. I am still waiting on a resolution but I'm confident she will get to the bottom of it.
The main reason I wanted to put this review in was because has been the only person who treated my like a human being and totally got the facf that this is affecting me being paid and how frustrating this has been.
She is a great asset to your team and I know she will get things resolved for me
Anne Healy

Process can be a little tedious, but just wanted to thank Poppy Wynne for being so helpful. Went above and beyond to make the experience as simple and easy as it could be. Very proactive and supportive in this process, and helped me get my application sorted before my leaving date. Was the most helpful person I spoke to and consistently delivered on her promises. Can’t thank you enough!

Took them ages to register me, my manager had to sort it out for me as they took 4 months to sort it. The two shifts I’ve worked I’ve not been paid on time due to an error on their side. Had to call through to the head of payroll to get it sorted as I was relying on my money coming in and you cannot be playing with people’s money. Everyone was very unhelpful.

Thousand of emails sent and if you lucky you wait a week for a reply.

I have done all the paperwork necessary months in advance in order to not have any problems. I finished my permanent contract on the 3rd of March and today (the 8th) stil I am not sorted. Ridiculous system.

I want to thank you Saffina for her professionalism, consideration and patience during my application.
Warm regards
Carla Dos Santos Moreira

Never been paid for locum shifts I've worked despite multiple emails and attempts to escalate. Members of staff ping my emails around to each other, passing on responsibility until they reach a dead end and nobody resolves the issue.
It also took months and multiple emails from me chasing them to complete my registration to the staff bank. To this day, none of my assigned shifts have appeared on my profile, despite emails confirming that I am on the rota, and I have never received a single pay slip.
Genuinely awful experience. This unfortunately means I cannot take on extra locum shifts in my trust as this is the only company they use. I don't know how they can get away without paying staff.

My Onboarding Partner, Riddhi Salot, was excellent throughout the process. She kept on top of deadlines and provided helpful explanations about the process.

The experience I had today was very negative. My shift at St. Bartholomew's Hospital was not paid last Friday. Apparently, everything was finalized and the shift was on my roster, but it hasn't been picked up and paid (no one was able to give information). The customer support just made a jock on me, after several requests to speak with a manager and find collaboration with Payrol, they put me on hold on the phone for some time, and when they returned, they said their manager had sent an email to the payroll to try to speed the payment (which never happened). I asked if the email could be copied onto me. Their response was that the email had already been sent, so I asked them if they could forward it to me so that I could participate in the discussion. Due to the fact that no manager emailed the payroll, they didn't. Instead of trying to solve the problem they created, they just tried to entertain me. Several times, they repeated that emergency pay could not be done and that I had to wait until the following Friday. Since I have three children and a chronic condition, I can't work all the time as I would like. Having my wages on time is my right, and it is unacceptable that they cannot process an emergency payment, particularly after payroll told me that a manager agreement could make it possible. They played a joke on me! They made fun of me! A group of young ladies made fun of a nurse with 20 years of work experience with three kids and a chronic illness! Their lack of effort or willingness to do their job prevented payroll from making an emergency payment. There is no excuse for this! Moreover, it is unacceptable that Bank Partner does not process emergency payments if a staff member does not receive their salary on time! Their policy needs to be changed! After working on time and leaving late, my payment didn't arrive on time and customer support made a jock of me instead of helping me!

Saffina was very helpful and gave me updates along the way.
It was very helpful to have one person to contact who knew what was going on with my application
many thanks.

The incompetence is exceptional!!!
They don’t check their emails unless you call them everyday regarding my application.

Good day, I had a poor customer experience with bank partners. I applied last July 12, I didn't get any update by 1st week of August. So I need to make a call to follow up. They said they received my application and they will call me back for an update. Unfortunately, I did not receive any update. Everytime I call, they said they will just call me back, give me an update, put me on hold for several minutes and eventually disconnect me from the call.

My manager sent an email to register me for bank partners. When I made a follow up on the email, I didn't get a reply.

Yes I understand that every employee has a different profile, I don't understand why my colleagues only took 5 days for them to get registered with you. Those who applied last week of July was able to receive welcome email on 1st week of August.

Lastly, I have been calling bank partners weekly in the month of August and I felt hopeless, so I went to bank partners office last August 25. My shift ends at 7am so I waited for their office hours at 8am. Unfortunately, they opened at 8:20am. When I get there, I approached the staff nicely and told him my frustration about the process. Instead of giving empathy or saying sorry for the inconvenience that I've been through, he just told me "your are already registered" in a sarcastic tone of voice.

I hope that bank partner will improve on customer service. Thank you very much and more power.

I would rate this organisation zero stars if I could!
The worst service I have ever received.
I have worked within the trust for 15 years and have never experienced such incompetence.
I received an email explaining my DBS was due to expire and to complete an online link. I completed this in April and emailed the reference over. I received another email explaining my DBS is due to expire, so again sent over my reference in May. I again receive another email telling me my DBS is due to expire and to follow the link to register for a new DBS so again sent my reference in June. A week and a half later I receive an email saying my ticket number has been resolved so I did not think anything else of it.
I Then get an email on the 03/06/23 explaining they do not have my DBS on file. I replied demonstrating my frustration as this has been going on since April, I get told that my reference number is not showing on the system. Why has it taken 4 months to tell me this after all my previous emails have been ignored. There was no apology or explanation for wasting my time. I hope I do not have to deal with Bank partners for a very long time

I was very dissatisfied with the length of time and the process in completing my application. I began my application in February and received clearance
yesterday.( 26th July)
Instead of a itemised list at the beginning outlying the process I was requested continuously to submit additional documents. I had to
chase the team to check my status otherwise my application was forgotten. In one instance I had to resubmit documents as time had lapsed and supporting documents were out of date.
As for the Occupational health department affiliated with bank partners, what is their purpose? I would expect them to interview the client and do the necessary, to help with health clearance. I was shunted around from the north mid OH department to the bank department to no avail. In the end an OH nurse at Whittington health was amazing and did the necessary.
I think with the NHS currently very short of health professionals, Bank Partners are not helping but adding to the stress.

They always e mail you the requirements & give you encouragement.Company is helpful& understanding as well.

Very long process to join Whittington Bankpartners to end up having a welcome email with a telephone number to call for shifts. I called and a not very helpful lady asked me to send my CV. It is the third time that I sent them my CV.