They probably told him that their call centers are in the UK - it's seen as something customers generally much prefer.

e.g. For RBS

"At The Royal Bank of Scotland, all our call centres are based in the UK."

http://www.rbs.co.uk/private/current-accounts/g2/switching.a...

Use your ears. When you are based in Western Europe and call a UK number rerouted to India you have a nice lag and dumping of the voice plus the VoIP noise. This is physics, you cannot escape it, it takes time for the signal to go there and come back.

How could you even read the text on this website? What a horrid design.