Review Time
I attempted to open a savings account, and the verifier app instructed me to download documents as part of the process. Unfortunately, the app failed repeatedly. After several calls, I was assured it would work, but I ended up trying about 30 more times without success, wasting hours in the process. It's a disappointing system that seems to have known issues, yet they continue to claim it functions properly. In the morning, it failed again and again. I was told the problem might be related to my location, but I could verify my identity at the post office using a prepaid envelope. I was informed this would be straightforward, but the post office ended up charging me £12.75 plus additional fees. I regret opening an account with this service due to their ineffective process and unhelpful staff.
I attempted to open a savings account. Their verification app instructed me to download documents, but it failed repeatedly. After multiple calls, I was assured it would work. I tried again around 30 more times, wasting hours without success. It's a frustrating system that they seem to be aware of yet continue to promote. This morning, the app failed consistently. I was told it could be due to my location, but I could verify my identity at the post office with a prepaid envelope. This was described as a straightforward process, yet the post office charged me £12.75 plus additional fees. I regret opening an account with the company due to this inefficient process.
Ref: Loyalty Regular Saver. At the end of the one-year term, I was able to renew the product without needing a new account number: everything was set up and ready to go with minimal effort. The service also seems to maintain a customer-focused approach while heavily investing in its online platform's usability. Supporting local mutuals is worthwhile for the benefit of local residents.
I visited the local branch today to open an account after being a long-time customer. After 45 minutes, I still hadn’t opened it, despite providing ID. A couple of weeks ago, there was confusion regarding a maturing ISA, with an employee stating I could only transfer £20k, which was incorrect. I had to involve another representative to resolve the issue. Customer service at this branch has significantly declined.
I’m in the process of moving my mortgage but have encountered issues with their chosen legal company. They are slow and often require me to do their legwork, adding extra charges afterward. Their representatives come off as rude and unprofessional. This experience has made my broker reconsider using them in the future.
I have held a mortgage for over 10 years. They contacted me twice regarding my product's end date but failed to follow up. When I reached out, I was informed they couldn't assist me due to a security check failure, despite providing correct answers. This indicates they hold inaccurate data. I was left on hold when seeking resolution. Standards at the company appear to be declining.
This has been the worst experience I've ever had, with a lengthy application process. My fixed term has ended, and I'm now facing high interest rates due to the lack of a remortgage. After a few months, they reduced my rental income, making it difficult to secure a good remortgage rate. I do not recommend this service.
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