I bank with many banks. Some are tolerable. Some are appalling. HBOS definitely comes into the latter category. My personal mortgage is with them, and I have a Repo Rate Tracker, which is a very good way of getting house finance at the moment, so can't afford to go somewhere else.
They have the world's worst banking website (although I admit that there is a lot of competition: Lloyds TSB's and Abbey's both come to mind). The CHAPS and BACS options randomly work and are (experiment reveals) according to such factor as how much you are trying to transfer.
I had a slightly unusual requirement, which was to transfer same-day funds to a UK correspondent bank of Citigroup in the USA with some routing instructions attached. This is impossible through the website, perhaps not surprisingly, but, I was surprised to hear, impossible through the call centre too.
My fallback was to transfer the funds by CHAPS to Cater Allen and then use them to do the next leg of the transfer, thereby doubling the fees I incur for doing the transfer, and doubling the time taken. At least the operative at Cater Allen could understand my request, and confirmed that it was completely possible (and in particular understood that a SWIFT transfer to a UK bank goes through the UK domestic payments system and therefore the latter was bound to be capable of transmitting routing instructions together with the actual funds. HBOS seems to specially recruit operatives to have a spectacular lack of understanding of anything to do with international payments and, generally, to do with basic finance principle.
I have banked with Intelligent Finance for more than ten years. I was drawn to them because they offered an offset mortgage which for me was by far the best way of financing my house purchase. Virgin, who pioneered the concept, predictably ruined it by offering an uncompetitive borrowing rate.
The payments mechanics all seem to work, the website is usually up, and the interest rate is very competitive. That's where the good stuff stops. The worst thing for me is a complete inability to process CHAPS, BACS and SWIFT transfers efficiently. The website is practically useless for the first two of these. There is no pretence of offering SWIFT transfers from the website. The website seems designed to lead you up a garden path, refuse your instructions, so that you are forced to go back to square one and try to get through to the call centre.
Calling the website is like banging your head against a particularly hard and knobbly flint wall. It is absolute agony. Scottish staff with thick accents invariably fail to have a clue and are fantastically unhelpful, seemingly delighting in the fact that their bank offers so few services.
My advice would be to get an IF offset mortgage, linked to the BoE repo rate, stuff you liquid savings into an offset current account and keep all proper banking transactions well away from IF. Personally I use Cater Allen, but I would guess that any branchless bank would be far better than IF. For SWIFT transfers, one of the many Forex transfer specialists are likely to be far more efficient and will certainly give a much better spot rate than IF or any of the high-street banks.
Having got that off my chest, I'm off back to work. Sometimes getting into a grumpy rage can be quite cathartic.