In my experience with all of the large banks, things can really vary from branch to branch. For instance, we have an account with RBS, and our main branch is absolutely fantastic. We are able to call the branch directly, and we have been really happy with the service. However, I had to use the branch closest to my office for something not too long ago, and it was a nightmare.
I think this is similar with grocery stores, which really seem to vary from location to location. Just look at any of the threads about them on this on this site, and you will find that while a Sainsbury's or Morrison's might be fantastic in one location, it might be terrible in another.
I agree with PR that you shouldn't have to pay for a basic account. I know that HSBC has a 'passport' account which you have to pay for. In my opinion it just seems like a way to rip off immigrants. You may have to be persistent, but at the end of the day, you should be able to get a free basic account from a bank.