Review Time
The IT and customer support have been extremely disappointing. We are unable to set up an online hub to check our current mortgage balance or manage anything related to our mortgage. The support team is unable to provide any solutions or explanations for the issues we're facing. Overall, it's been completely unhelpful; I would strongly advise against using this service.
I've been with this bank for many years, but I'm now looking to change. For the second year, they allowed a company to withdraw 99.99 euros from my account without my consent, even though I canceled my subscription two years ago. When I reached out for help, they said there was nothing they could do because of the company's international status. I cannot recommend this bank and will be moving on soon.
I've been with this bank for several years, but I'm now considering switching to a different one. For the second consecutive year, they allowed a company to withdraw 99.99 euros from my account without my permission, despite me canceling my subscription two years ago. When I reached out for help, they said there was nothing they could do because the company is international and they want to maintain that relationship. I cannot recommend this bank to anyone and plan to leave soon.
The experience of trying to open an ISA with them has been incredibly frustrating. It makes no sense to offer a competitive rate without the user experience to support applications. I opened one last week and made a deposit, but it’s not reflected in their system. I’m now trying to get my money back and cancel the account within the cooling-off period, but I have no idea what's happening. An email stated it might take four weeks to investigate. I found a better rate elsewhere and my money was credited immediately. Their system is inefficient, and I couldn't get through on the phone due to long wait times. I would advise others to look for alternatives, as the customer service does not match the promotion from various sources.
The customer service is absolutely dreadful. It's nearly impossible to speak with a staff member. I have my mortgage with this bank, yet I can't get any assistance. It’s a complete joke. If there were an option for no stars, I would choose that. I plan to switch my mortgage to a more customer-oriented institution.
I’ve had a mortgage with this bank since June 2025. I’ve made every payment on time, but I can’t access or manage my account online. The only tool they provide has been down for over two months due to IT issues. Each time I call customer service, I’m told it will be fixed 'soon.' That promise has been repeated weekly, but there's no clear timeline or explanation. In 2025, it’s unacceptable for a bank to expect customers to manage a mortgage without digital access. I was promised a working system, but all I’ve received are delays and a lack of transparency. If you’re considering this bank for your mortgage, be prepared for significant challenges.
This bank closed my local branch and transferred my account to one over 40 miles away. I hadn't actively used the account since 2009, but recently learned they were still sending paper statements to a property I haven’t lived at since 2013. When I contacted them to close the account, they refused, stating it could only be done in person. I requested online statements, but they claimed it was impossible due to inactivity. I insisted they stop sending paper statements, as it was a GDPR breach, but the agent showed indifference and admitted they would continue this practice unless I took significant steps to resolve it. This is a chaotic organization, and it’s no surprise people are moving to online banking options.
If there were an option for zero stars, I would choose it! Terrible service; my husband and I applied for a credit card, and they keep requesting more documents from us, despite having a joint account and a mortgage with them. Their service is absolutely frustrating!
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