is an apology enough, page-11

If you don't tell them you are unhappy with the poor service then don't expect things to change.

The banks don't really care if you change to another bank, if you decide to then the new bank will be able to contact all your old creditors and debtors and change your details for you so its not that a big a hassle, I have done it 6 months ago.

People need to complain about banks, we as tax payers had to bail them out due to their risky lending practices, not much has changed on that front.
The service is poor and there is no care factor.
The main concern of banks is shareholder profit, the problem with this is the ceo in like a politician with 3 year contracts, if things go pear shaped they still get paid so they don't mind taking extra risk.

The system is what it is because people cant be bothered fighting it, it wont get any better if people don't keep on the bastards backs.
Life is too short to get messed around like this in the first place and you aren't alone!!