When my Business relationship manager informed me that the management structure would change from "personal" to a call centre somewhere in the Midlands or Edinburgh (we operate in Devon), he said not to worry as queries would be handled by a specialized team that would deal with any enquires / needs as they arose and probably more efficiently. I used this service yesterday. After some 25 minutes of listening to ("all our operators are busy etc"."your call is important etc." etc.etc.) and the incessant layers of security (Because they and the next layer of operators haven't a clue who you