Arrogance never paints a pretty picture, we had a similar experience when dealing with Heather's Mum's estate with Barclays whom she banked with. Whatever they could possibly get wrong they did I wouldn't touch them with a barge pole, and they couldn't see it was a problem at all which was the real worrying thing with hindsight.
We are with the black horse and they seem alright for our straightforward requirement of a joint current account.
