Review Time
I applied for a 5-Year Fixed Rate Account and was asked to upload my ID and proof of address. I did this immediately and received an email confirming the documents were successfully uploaded, stating they would be reviewed within 5 business days.
Those 5 days came and went with absolute silence. Then, over a week later, I received another automated email asking me to upload the exact same documents again, as if the first successful upload never even happened. After that? Complete radio silence.
If a bank can't handle basic onboarding paperwork or communicate effectively when you are trying to give them your money, how can anyone trust them to lock away their savings for 5 years? I lost all confidence in their competence, abandoned the application, and took my funds to a competitor. Avoid.
Been a customer many years... good rates of interest and service ok.However if you are an existing customer, your loyalty will not be rewarded My issue 5 double savings account pays a lower rate than new issue 8.. but they don't tell you when there's a better rare for exactly the same kind of account.(You are expected to keep checking for new issues and then close your old account and open a new one.)Lost any trust I had in Aldermore Bank.I think it's shameful treatment and they should reflect on this policy.You decide...there are other banks that operate differently.The response from Aldermore sums up the customer care....they have already written to say that as a matter of policy they do not share new interest rates with existing customers and that I should keep track of them myself!
I applied to move to 6 months of interest-only mortgage payments on 28th January, and got an automated email that said I would receive a decision within 5 working days. This did not happen.I contacted Aldermore on 10th February, and waited on hold for 50 minutes to be told they had no record of my application, despite me receiving an automated response. The member of staff I spoke to was apologetic and helpful, and I re-sent the form.I got confirmation on 15th February that my application had been successful, but because of the timescale (caused by them losing my application) the full payment would be taken out on 28th February, but I would receive a refund of £255 within 6 working days.This did not happen.I contacted Aldermore on Friday 13th March. Despite entering my correct account number twice, the automated system informed me that this was an incorrect number. After spending 45 minutes on hold I was told that although there was an action on my file to get this payment to me on March 10th, for some reason it hadn't happened. I was told that Aldermore would try to get it into my account that day.This did not happen.It is now the early afternoon on 16th March. There is still no payment, and I am now 43 minutes into waiting to speak to someone, and using the time to type this review.I was originally 'first in line', but after 20 minutes of waiting, someone answered and told me I'd come through to the wrong department, despite me ringing the number on Aldermore's website that is clearly labelled 'mortgage complaints'. The member of staff was dismissive, didn't give his name, and simply said he 'didn't know' why the number wasn't the right one. No apology, no offer to make sure that it would be changed - nothing.I had to speak over him to ask if I'd be put back on hold again, as I'd just spent 20 minutes being 'first in the queue'. He reassured me that no, the wait wouldn't be that long.I am still 'third in the queue' and my total time on the phone so far is 50 minutes.Because I had budgeted for this money going into my account on the 10th of March, I have missed a credit card payment, a mobile phone contract payment, and have gone over my arranged overdraft. 56 minutes, and I've just got to speak to a human...
I received an email from Aldermore inviting me to renew a maturing cash ISA.I was promised exclusive interest rates in recognition of my loyalty.Only there weren't any.Had I not checked elsewhere I would never have known. Aldermore were offering exactly the same rates to new investors.A reward for loyalty or an underhand attempt to keep a customer?You decide.UPDATE: Re Aldermore's reply: It's not my 'experience'. It's a fact, plain and simple. Existing customers were informed they were being rewarded for their loyalty when they were not.
After fully approving a business loan to refund us for various aspects of building work, and as a result us subsequently spending the money, they then decided they couldn't pay out on some aspect of the loan after all (even though they'd previously approved it). This meant what was left was below their minimum advance, so they pulled the loan completely leaving us out of pocket, and with a short-term cashflow issue. Extremely unprofessional and shockingly dealt with from start to end.
I applied for a 5-Year Fixed Rate Account and was asked to upload my ID and proof of address. I did this immediately and received an email confirming the documents were successfully uploaded, stating they would be reviewed within 5 business days.Those 5 days came and went with absolute silence. Then, over a week later, I received another automated email asking me to upload the exact same documents again, as if the first successful upload never even happened. After that? Complete radio silence.If a bank can't handle basic onboarding paperwork or communicate effectively when you are trying to give them your money, how can anyone trust them to lock away their savings for 5 years? I lost all confidence in their competence, abandoned the application, and took my funds to a competitor. Avoid.
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We launched Aldermore in 2009 to help those with ideas, big or small, with the courage to take their own paths.
From farmers to freelancers, our specialist lending and savings accounts can give you the support you need to help make things happen. We are here for those with ambition, because your success is our success.
We call it banking for the bold.
To get in touch, follow this link:
www.aldermore.co.uk/help-centre/contact-us
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