THOUSANDS of ordinary savers have been so impressed with An Post's savings rates in recent years that the humble post office has become a major force in deposit taking. But for Mrs McD, An Post has a long way to come in terms of customer service and security.

Mrs McD's five year Savings Bond matured a few weeks ago. When the 40 per cent interest was applied, the bond was worth in the region of £10,000, a sizeable sum, one lunchtime, she went into An Post's Savings Bank office on Townsend Street to find out how to go about encashing her bond, she was told to take a ticket from the dispenser and wait her turn. After 40 minutes she gave up, but took with her some forms she found on display in reception.

The next day she telephoned the same office and was told that she didn't have to come in person but could post in her certificate. A 'warrant', a sort of cashiers draft in the value of her bond, would then be issued and posted to her. Concerned about the security of mailing such a draft/to her home, which is not occupied during the day, Mrs D asked if the uncashed bond could be transferred directly to her bank account.

"I had noticed that nowhere on any of the forms was there a box you could tick to allow for a bank account transfer," Mrs McD told Family Money. "The woman I spoke to said a transfer was not possible."

Our reader returned to the savings bank to arrange to pick up the warrant in person (even though she was concerned about carrying it around, even if only to her bank). She queued another half an hour only to be told the direct bank transfer was possible. "The woman at the hatch took my certificate and form and had to scribble my bank account number in the corner of the form, she told me the transfer would take seven days, which it did. "

Mrs McD is annoyed that she was given incorrect information and forced to wait in "a cold grubby public office where kids were able to run in an out, and there was no apparent security presence. Customers had no privacy and had to discuss their business in front of the entire waiting room and I especially object to my name being shouted out - as was everyone else's - after someone went off to check my particular case. I gave An Post a lot of business, and I just don't think that kind of treatment is good enough."

A spokesperson for An Post told us that plans are afoot to relocate the Savings Bank headquarters to larger and more appropriate premises where customer privacy will be given a priority. She agreed with our reader that the current location is "too small and not very satisfactory." Security cameras are present in the Saving Bank office she said.

The encashment procedure at the moment is that customers must present their certificate and a signed encashment application form, either by post or in person and a warrant of value is then issued. Warrants are made out in the bondholder's name, are crossed and include pertinent bank account information. A warrant can then be cashed at any post office, but only by a warrant holder. Only when a person specifically requests it, can the warrant be paid directly into a bank account.

"It is hoped that direct payment will be a standard procedure in the future," said the spokesperson, but added that agreement must first be reached with the appropriate unions.