I needed to withdraw funds from my Castle Community Fund Savings account. There is no way online to withdraw funds, so I completed the withdraw funds web form on 6 April. I received no auto-response saying the request has been logged, so on 7 April I emailed. I received no response to that or subsequent emails (to info@ or complaints@). I therefore tried to call. After two days of trying I got through on 13 April. I was advised I needed to update my nominated account. I immediately actioned this and asked for this to be acknowledged. I got no acknowledgment or notification that this had been received. I therefore called again and spoke to a helpful advisor who looked and told me the email had been received and updated the account and actioned the withdrawal request. I asked for confirmation by email, which she sent confirming the funds would be in my account in two working days. This was on 14 April. It is now 18 April and no funds have been received. This is supposed to be an instant access account but now, 12 days in, I still cannot access my savings. This has created a great deal of anxiety. Castle community bank have not acknowledged my complaint. I note from the MSE Forum I am not alone in this experience, so would caution anyone who is considering opening a savings account with them to search online and read the accounts people have shared.
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Things work a little differently at Castle Community Bank. We’re a credit union dedicated to bringing people an alternative home for their savings and loans. We don’t have mysterious shareholders. Instead, we’re owned and run by our members, creating a shared financial community across the UK, which is accessible to everyone.
