Main accounts with HSBC not had a problem with their banking service, and all the branches are clean and up-to-date. However the credit card side of the company are horrendous, the past year alone I've had to phone up 9 times to request for a pin number. Still haven't received one, so in the end I took my custom elsewhere.
The GF banks with Lloyds, and the number of times i've gone into a branch with her to pay money in, there's always a queue of people. Lloyds branches are so outdated and don't have any of these self-service kiosks that HSBC, Barclays, Natwest etc do.